Dukaan: Dukaan cuts 90% customer service jobs, how founder Suumit Shah defended layoffs on Twitter

E-commerce startup Dukaan has cut 90% of its customer support staff. The company has replaced these customer support employees with an artificial intelligence (AI) chatbot, founder and CEO Suumit Shah revealed the same on Twitter. Attributing the decision to prioritising profitability, he claimed that customer support costs have reduced by 85 per cent while resolution time went down from over two hours to three minutes. He shared a long thread on how the startup did it. Here are all the tweets: