CEO's Bold Move: Replacing Support Staff with AI Chatbot Sparks Controversy

The CEO of Indian startup Dukaan, Summit Shah, has replaced 90% of the support staff with an AI chatbot that can handle customer queries faster. The chatbot, built by the company's data scientist, responds instantly to initial queries, reducing response time by 98% and cutting the cost of customer support by 85%. Shah stated that the job cuts were necessary due to the company's shift towards consumer-facing brands and the need for profitability. The news comes amid concerns about AI leading to mass job losses, with low- and middle-skilled jobs being most at risk.