Artificial Intelligence (AI) has raised concerns among many professionals, who see the possibility of their functions being automated and replaced by machines.
In reality, such a transformation has already occurred in several companies and continues to unfold over time.
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A notable example is businessman Suumit Shah, CEO and founder of Dukaan, an Indian company, who made the decision to lay off around 90% of its support team, replacing them with an AI solution.
Shah is confident that this move was a wise and beneficial choice for the business, ensuring that a large part of your assets are in the hands of machines.
In an interview with The Washington Post, Suumit Shah expressed his satisfaction with the decision to completely replace his support team with an AI system.
According to Shah, this change represented a significant gain, as the automated system proved to be extraordinarily more efficient and agile.
Furthermore, it generated substantial savings, costing only a fraction of what it previously paid to cover the support team.
In his post on X (formerly Twitter), Suumit Shah details the changes implemented, highlighting significant improvements at various times.
The response time, which previously required a period of one minute and 44 seconds, was drastically reduced for instant interactions.
The time required to solve problems, which previously took two hours and 13 minutes, was optimized to just three minutes and 12 seconds.
Additionally, the replacement resulted in a substantial 85% reduction in costs associated with support staff.
Although Shah acknowledged the difficulty of the decision, he emphasizes that “this work is over,” referring to specifically to service and support, especially with regard to generating responses predefined.
He adopted the use of ChatGPT in your company, implementing an internal chatbot called Lina. This technology has been trained to handle the most common and routine needs, allowing the rest of the team (managed by three people) focuses on cases of greater complexity and challenge.
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