Suumit Shah, CEO of Dukaan, a Bengaluru-based platform for online storefronts, sparked outrage on social media when he announced the replacement of his support staff with an AI chatbot.
Shah claimed that the chatbot reduced customer support costs by 85% and responded to queries in under two minutes, while the human team took over two hours. Critics argued that the move was driven by failing businesses and a lack of funding rather than the benefits of AI.
They also highlighted the lack of empathy and respect towards the laid-off staff. Shah, though regretting his Twitter announcement, defended the decision, stating that AI-driven job displacement is an inevitable trend.