An e-commerce CEO is getting absolutely roasted online for laying off 90% of his support staff after an AI chatbot outperformed them
www.businessinsider.com
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.

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.

  • realitista@lemm.eeEnglish
    1·
    1 year ago

    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?

      • realitista@lemm.eeEnglish
        1·
        1 year ago

        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.