Startup claims to have replaced 90 percent of its support staff with a chatbot


Suumit Shah, CEO of Indian enterprise e-commerce platform Dukaan, claims to have laid off 90% of his support team after implementing a presumably GPT-4-based AI chatbot that has reduced customer support costs by about 85%. The chatbot, dubbed Lina, reduced first-response time to instant, cutting resolution times from more than two hours to just over three minutes, Shah said. The AI ​​assistant answered both general and account-specific questions.


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