AI coming for our jobs? Dukaan replaces customer support roles with AI chatbot

NEW DELHI: All the clamour around artificial intelligence (AI) posing a threat to our jobs seem to be getting real and AI is finally coming for them.

Bengaluru-based startup Dukaan which laid off 90% of its customer support team or some 23 employees in September last year has replaced the functions of the department with an AI chatbot.

Founder & CEO Suumit Shah claims that the startup’s customer support costs reduced by 85% due to the move.

“Whatever I used to spend in terms of the salaries for the customer support staff are not required anymore,” Shah told TOI. The chatbot Lina, powered by OpenAI’s ChatGPT can resolve queries in minutes.