'Tough? Yes. Necessary? Absolutely.'
Suumit Shah, a 31-year-old CEO of an e-commerce platform called Dukaan based in India, is getting torn to shreds online for firing 90 percent of the company's customer support staff after arguing that an AI chatbot had outperformed them.reports. "Tough? Yes. Necessary? Absolutely.
"I'm terrified of the future where we will never speak to a human again in customer support which means we will never get a problem solved you'll just be passed around between bots," one
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