{"id":46016,"date":"2023-07-11T14:30:18","date_gmt":"2023-07-11T09:00:18","guid":{"rendered":"http:\/\/officechai.com\/?p=46016"},"modified":"2023-07-11T14:30:21","modified_gmt":"2023-07-11T09:00:21","slug":"dukaan-ceo-criticized-after-bragging-about-ai-chatbot-that-laid-off-90-support-staff","status":"publish","type":"post","link":"https:\/\/officechai.com\/startups\/dukaan-ceo-criticized-after-bragging-about-ai-chatbot-that-laid-off-90-support-staff\/","title":{"rendered":"Dukaan CEO Criticized After Bragging About AI Chatbot That Laid Off 90% Support Staff"},"content":{"rendered":"\n<p>There has been no shortage of <a href=\"https:\/\/officechai.com\/startups\/swiggy-lays-off-380-employees-is-8th-unicorn-to-lay-off-employees-in-last-two-weeks\/\">layoffs <\/a>in the Indian startup ecosystem, and founders have typically announced them while expressing regret, thanking the contributions of the employees, and announcing generous severance packages. But the founder of e-commerce platform creator Dukaan seems to have a different approach.<\/p>\n\n\n\n<p>Dukaan founder Suumit Shah has been criticized on Twitter after seemingly bragging about a new AI chatbot that caused 90% of the company&#8217;s support team to be fired. &#8220;We had to layoff 90% of our support team because of this AI chatbot. Tough? Yes. Necessary? Absolutely,&#8221; he tweeted. <\/p>\n\n\n\n<p>The tweet could&#8217;ve ended there, but Shah went on. &#8220;The results? Time to first response went from 1m 44s to INSTANT! Resolution time went from 2h 13m to 3m 12s Customer support costs reduced by ~85%,&#8221; he exclaimed.<\/p>\n\n\n\n<figure class=\"wp-block-embed-twitter wp-block-embed is-type-rich is-provider-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">We had to layoff 90% of our support team because of this AI chatbot.<br><br>Tough? Yes. Necessary? Absolutely.<br><br>The results?<br><br>Time to first response went from 1m 44s to INSTANT!<br>Resolution time went from 2h 13m to 3m 12s<br>Customer support costs reduced by ~85%<br><br>Here&#39;s how&#39;s we did it \ud83e\uddf5<\/p>&mdash; Suumit Shah (@suumitshah) <a href=\"https:\/\/twitter.com\/suumitshah\/status\/1678460567000850450?ref_src=twsrc%5Etfw\">July 10, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>And if gloating about the performance improvement wasn&#8217;t enough, he then linked a whole thread of over 10 tweets on how his company had built the chatbot. Shah described in detail how a colleague came up with the idea, how it was built, and how it was deployed. He even went on to say that Dukaan had built a new product that allowed any company to also build their own AI chatbots, and even plugged its link towards the end. <\/p>\n\n\n\n<p>The promotion of a new product while simultaneously laying off 90% of employees wasn&#8217;t taken to kindly by Twitter. &#8220;I don\u2019t think people losing their jobs is something to boast about. Stunning lack of empathy in this thread,&#8221; wrote a Twitter user.<\/p>\n\n\n\n<figure class=\"wp-block-embed-twitter wp-block-embed is-type-rich is-provider-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">I don\u2019t think people losing their jobs is something to boast about. Stunning lack of empathy in this thread <a href=\"https:\/\/t.co\/lNMI2B2lsk\">https:\/\/t.co\/lNMI2B2lsk<\/a><\/p>&mdash; Chandra (@NCResq) <a href=\"https:\/\/twitter.com\/NCResq\/status\/1678636570071429127?ref_src=twsrc%5Etfw\">July 11, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>&#8220;This is extremely disrespectful towards all the people who were laid off. And a founder is boasting about layoffs along with a new feature in the same thread? This leaves such a bad taste for everyone who knows Dukaan and have followed its journey,&#8221; wrote another.<\/p>\n\n\n\n<figure class=\"wp-block-embed-twitter wp-block-embed is-type-rich is-provider-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">This is extremely disrespectful towards all the people who were laid off.<br><br>And a founder is boasting about layoffs along with a new feature in the same thread?<br><br>This leaves such a bad taste for everyone who knows Dukaan and have followed its journey. <a href=\"https:\/\/t.co\/xo50b0bxke\">https:\/\/t.co\/xo50b0bxke<\/a><\/p>&mdash; Kumar Abhijeet (@kumar_abhijeet3) <a href=\"https:\/\/twitter.com\/kumar_abhijeet3\/status\/1678663497226539008?ref_src=twsrc%5Etfw\">July 11, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Others thought the thread was in bad taste. &#8220;What horrible storytelling. No emotion, no empathy,&#8221; quipped a user.<\/p>\n\n\n\n<figure class=\"wp-block-embed-twitter wp-block-embed is-type-rich is-provider-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">What horrible storytelling. No emotion, no empathy. <a href=\"https:\/\/t.co\/Mu9DtKAR2G\">https:\/\/t.co\/Mu9DtKAR2G<\/a><\/p>&mdash; Pete (@PeteJaison) <a href=\"https:\/\/twitter.com\/PeteJaison\/status\/1678632678948589568?ref_src=twsrc%5Etfw\">July 11, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Yet others were skeptical of the claim that a chatbot could eliminate 90% of support staff. &#8220;Can you build something in 2 days to solve 90% of support requests without affecting customer service experience? I\u2019d be skeptical. Great \u201cAI\u201d bots to solve generic queries have been available for years now. Maybe volumes overall are down and it\u2019s a ruse?&#8221; wrote a user.<\/p>\n\n\n\n<figure class=\"wp-block-embed-twitter wp-block-embed is-type-rich is-provider-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Can you build something in 2 days to solve 90% of support requests without affecting customer service experience? I\u2019d be skeptical. <br><br>Great \u201cAI\u201d bots to solve generic queries have been available for years now. <br><br>Maybe volumes overall are down and it\u2019s a ruse? <a href=\"https:\/\/t.co\/UVaaUOVEax\">https:\/\/t.co\/UVaaUOVEax<\/a><\/p>&mdash; Gaurav Swaroop (@swaroop_g1) <a href=\"https:\/\/twitter.com\/swaroop_g1\/status\/1678674259009318915?ref_src=twsrc%5Etfw\">July 11, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Some even wondered if the entire thread was a ruse to cover up for layoffs because of a funding crunch. &#8220;Make no mistake. The support team was laid off here because business is failing and funding is dry. Not because of AI,&#8221; wrote a Twitter user.<\/p>\n\n\n\n<figure class=\"wp-block-embed-twitter wp-block-embed is-type-rich is-provider-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Note to all young starry eyed startup folks &#8211; <br><br>Make no mistake. The support team was laid off here because business is failing and funding is dry. Not because of AI. <a href=\"https:\/\/t.co\/nMr64wv2EA\">https:\/\/t.co\/nMr64wv2EA<\/a><\/p>&mdash; Aditya\u26a1 (@adityarao310) <a href=\"https:\/\/twitter.com\/adityarao310\/status\/1678602855996071938?ref_src=twsrc%5Etfw\">July 11, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Soon the trolling began. &#8220;Shane Warne would&#8217;ve been happy to see this level of spin,&#8221; someone joked.<\/p>\n\n\n\n<figure class=\"wp-block-embed-twitter wp-block-embed is-type-rich is-provider-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Shane Warne would&#39;ve been happy to see this level of spin. <a href=\"https:\/\/t.co\/csysh6f5yD\">https:\/\/t.co\/csysh6f5yD<\/a><\/p>&mdash; Siva Narayanan (@K2_181) <a href=\"https:\/\/twitter.com\/K2_181\/status\/1678667813341343748?ref_src=twsrc%5Etfw\">July 11, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>&#8220;What do people at Dukaan regularly smoke? I should be careful when passing their office area,&#8221; joked another user.<\/p>\n\n\n\n<figure class=\"wp-block-embed-twitter wp-block-embed is-type-rich is-provider-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">What do people at Dukaan regularly smoke? I should be careful when passing their office area. <a href=\"https:\/\/t.co\/x8d2KwR6hv\">https:\/\/t.co\/x8d2KwR6hv<\/a><\/p>&mdash; Mehul Ved (@mehulved) <a href=\"https:\/\/twitter.com\/mehulved\/status\/1678485268792242179?ref_src=twsrc%5Etfw\">July 10, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Dukaan&#8217;s PR attempt seems to be backfired, and perhaps for good reason. There&#8217;s widespread acceptance among the general public that the adoption of AI will disrupt many industries, but most CEOs have been careful to appear empathetic around the layoffs that it might cause. Some, such as Zerodha CEO Nithin Kamath, have gone as far as to <a href=\"https:\/\/officechai.com\/stories\/weve-created-a-new-policy-to-not-lay-off-anyone-even-if-ai-replaces-their-job-zerodha-ceo\/\">create a new policy<\/a> that said that no employees would immediately lose their jobs because of the adoption of AI technologies. The reaction to Dukaan&#8217;s post gloating about a technology that caused job losses shows that technologists of the future will not only have to build AI, but will also need to carefully manage the public reactions that the implementation of such technologies might cause.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>There has been no shortage of layoffs in the Indian startup ecosystem, and founders have typically announced them while expressing regret, thanking the&#8230;<\/p>\n","protected":false},"author":1,"featured_media":46026,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[254],"tags":[],"class_list":["post-46016","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-startups"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Dukaan CEO Criticized After Bragging About AI Chatbot That Laid Off 90% Support Staff<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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