Artificial intelligence has replaced 90 per cent of support staff at an Indian startup

Indian startup Dukaan has replaced 90 per cent of its customer service staff with an artificial intelligence chatbot.

Here's What We Know

Founder Suumit Shah tweeted that the changes have reduced the first response time from 1 min and 44 sec to zero. Problem resolution time has also decreased, from two hours to three minutes. Overall customer support costs have dropped by about 85 per cent.

Shah's tweets did not elicit approval. He called firing 90% of the support team a "tough" but "necessary" decision. However, Shah then went on to say that most startups favour profit over the intention of becoming a unicorn.

Source: The Register