The CEO of Indian firm Dukaan, Sumit Shah, is facing backlash after announcing on Twitter that his company had replaced 90 per cent of its support staff with an artificial intelligence (AI) chatbot. Shah claimed that the chatbot had significantly improved response and resolution times for customer queries. However, the tweet sparked outrage online, particularly at a time when concerns about AI’s impact on job security are prevalent.
Shah defended the choice in a series of tweets, saying that it was essential for the business’s success. He admitted that the decision to lay off employees had been challenging, but he highlighted that customer assistance had been a persistent issue that needed to be resolved. He explained how the bot was quickly created to offer AI support to all Dukaan users, promptly and accurately responding to requests.
Despite Shah’s explanations, many Twitter users criticised his tweets, accusing him of callousness for disrupting the lives of his staff with this decision. Some users questioned the support provided to the laid-off employees and expressed disappointment that the tweets seemed more celebratory than empathetic.
Workers who worry about losing their jobs to technology have expressed concerns about the growing usage of generative AI technologies like chatbots. According to reports, AI has the potential to replace millions of jobs worldwide. Fears of job losses have increased in India, where many corporations are investing in the development of AI.
The controversy surrounding Shah’s announcement highlights the ongoing debate surrounding the impact of AI on employment. While AI technology can increase productivity and efficiency, its implementation must be carefully considered to avoid negative consequences for workers.