As businesses increasingly use AI to do jobs that have historically been managed by human workers, artificial intelligence is permeating several industries.
Suumit Shah, the CEO of the e-commerce firm Dukaan in India, went to great lengths to automate processes. He made the contentious decision to fire 90% of his employees and replace them with chatbots powered by artificial intelligence in the summer of 2023.
Though it sparked a heated ethical debate, this drastic measure was meant to lower operating costs and increase efficiency. A year later, Shah has shared his initial assessment of this decision, which he deems a success.
AI-Enhanced Customer Service
Shah claims that incorporating AI into his organisation has significantly improved customer service. He observes that response times have plummeted from roughly two minutes to near-instantaneous responses.
Furthermore, the time it takes to handle customer complaints has been dramatically reduced, from more than two hours to only a few minutes. According to him, these innovations have led to increased productivity and a better client experience.
However, some argue that the human element in customer service cannot be replaced, and that such widespread automation risks setting a troubling precedent for the future employment market.
AI replacing human jobs
The replacement of human employment by AI has long been a divisive issue, and science fiction frequently depicts a future in which AI dominates the workforce. This topic is gaining traction as AI technology advances and expands its boundaries.
Some people see the introduction of AI as a positive change, a way to increase productivity by completing repetitive and laborious activities. Others, however, see it as an impending threat, warning that extensive automation could result in massive unemployment and difficulties adjusting to a transformed job environment.
The issue at Dukaan exemplifies how AI is increasingly changing industries. While firms benefit from lower costs and more efficiency, mass layoffs raise serious concerns about the long-term impact on employment. Finding a balance between implementing AI solutions and safeguarding job security is a pressing issue.
