Backlash and Concerns Mount as Indian E-commerce Firm Dukaan Replaces Customer Care Team with AI Chatbot
The founder and CEO of Dukaan, an e-commerce firm in India, faced significant backlash on social media after announcing the implementation of an artificial intelligence (AI) chatbot to replace 90 percent of the customer care team. Social media users expressed concerns about the impact on employees' livelihoods, and the decision was widely criticized. Social media users express outrage and concerns over Dukaan's decision to replace 90% of its customer care team with an AI chatbot. The CEO defended the move by highlighting the benefits it brought to the company, including a significant reduction in response times from over two hours to just three minutes and an 85 percent reduction in customer support costs. He argued that the decision was necessary for the company's profitability. However, the CEO's response drew strong criticism for its insensitivity towards the affected employees. Users found it disrespectful that he boasted about the layoffs while introducing a new fe...