Suumit Shah, the CEO of Bengaluru-based Dukaan, said the chatbot answered customer queries in 2 minutes — a task that took the humans over 2 hours.
We’re going to be watering plants with Gatorade soon, we’re on our way.
It’s what plants crave!
Water? Like out of the toilet?
I’ve worked in customer service software companies for the last 30 years, and one thing I can tell you is that average handle time is not a good metric to decide your success or failure on.
Having a low average handle time is easy. Just hang up on the customer. Or show them quickly that you won’t do shit for them so that they hang up on you.
How about showing us those customer satisfaction and first call resolution scores?
Once you measure success by any one metric, that metric ceases to be useful.
This is so true. The ability for human beings to game any metric you put out there is pretty legendary. I’ve seen it in action so many times. Measure people on a single metric and they will sacrifice every other aspect of your business to make that metric look good.
Without any ratings for customer satisfaction. I might as well sack the entire support staff, don’t bother with AI and I’ll get a answered query to F off in 0 minutes and 100% savings.
I mean this is what teslas PR email does, or is it Twitter… it’s one of those lol
Did I miss the part about customer satisfaction? Guy could have just moved from solving customer issues in 2 hours to aggravating and loosing customers in under 2 minutes.
Yeah, like, how do you even help someone in two minutes?? They probably just see “oh, it’s a bot” and leave
Why is he getting roasted? Seems like he improved efficiency
Because according to Reddit and Twitter, CEO = Bad. More than likely people are just knee-jerk reacting to the headline without reading the headline that says 90% of a company’s staff lost their job to a chatbot.
The guy employed 60 people, almost half of which were support staff (26 people, less the 23 that got laid off). I’m assuming this was a text-based support link, so yeah if this guy could get his customers better support (2 min via chatbot vs 2 hours via live person), and the results are satisfactory, I’d do the same thing.
Some people on the internet seem to think that companies are supposed to be job charities, while failing to realize that put in the same position, they’d do the exact same thing.
Edit: Clearly this didn’t go over very well. I’m not trying to say that letting those people go is a win for society, or that I welcome our AI overlords to displace our jobs. My point is that from a business standpoint, if an effective solution saves the company money, any company would be somewhat foolish not to implement it. And truth be told, this is only the beginning of the labor market in the coming years. It would be in everyone’s best interest to develop skills that are much more difficult to be replaced by a computer.
job charities
So can we then dispel the capitalist notion that they are “job creators”?
Clearly this is not the case as we see here, you even seem to cheer this sacking jobs on as a good thing.
