About 30 employees of a call center in India were laid off. The reasons for the decision are due to the fact that they were replaced in their functions by artificial intelligence, specifically by the ChatGPT.
The place Enter states that the company called Dukaan is located in the city of Bangalore. Their job is to provide customer service to merchants who need to incorporate their businesses into E-Commerce, through a smartphone. The person calls and the agent helps, nothing more than that.
But according to what the company’s CEO and founder, Suumit Shah, 32, explains, his workers’ responses to customers were very vague and automated. “Faced with difficult problems, they often seemed perplexed,” the businessman said.
Therefore, it strived to optimize the services offered by OpenAI’s ChatGPT. He trained the artificial intelligence and tested it before laying off his employees.
“Shah used the software to enhance his internal customer service chatbot, Lina, extensively training it on the content of his company’s help center. In December 2022, he let the ChatGPT-powered bot send almost all messages and found that his customers were very satisfied,” the company said in a statement.
So, without much thought he made the decision to keep the chatbot, instead of his employees. “For me it was a no-brainer to replace the entire team with a bot, which is 100 times smarter, instant, and cost me a hundredth of what it used to cost to pay the support team,” said the company’s CEO.
The company’s service increased its customer service response capacity, which translates into better income and fewer expenses.