The advancement of Artificial intelligence (AI) has become a growing concern with regard to unemployment. As AI becomes increasingly sophisticated and able to perform tasks previously performed by humans, fears arise about the possible replacement of jobs in several industries.
Recently, a prominent company in India made a bold decision to replace a staggering 90% of its customer service agents with an advanced chatbotof artificial intelligence.
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Suumit Shah, the CEO of Dukaan, took to Twitter to explain how this transformative shift not only redefined the purpose of customer support, but has also resulted in notable improvements in resolving customer issues at an unprecedented pace. precedents.
Shah explained, in a series of tweets, the reason behind the decision, noting that the customer service sector (SAC) had been facing recurring problems at the company for a long time.
The publications quickly went viral, accumulating more than a million views and provoking several criticisms. The businessman recognized that dismissing employees was a “difficult” decision, however, he considered it “inevitable” for the company's progress.
The head of the company took the opportunity to clarify how the chatbot works. According to him, the platform acts as a virtual assistant, offering quick and accurate answers to different types of questions.
In the face of criticism, the company was the target of accusations by internet users, who claimed the lack of humanization in towards its collaborators, emphasizing that such a decision would have countless consequences for the people who work us sectorsthat may be affected.
In response, the CEO retaliated by stating that Dukaan continues to carry out new hires and has vacancies available. In addition, he mentioned that he will provide details on support measures for workers through LinkedIn.
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