A startup Indian software developer, Dukaan, faced challenges in affording its customer support team. As a solution, the company decided to outsource the support function to an AI chatbot, which proved to be both more efficient and cost-effective.
Suumit Shah, the founder of Dukaan, took to Twitter to announce this transition. He revealed that the implementation of the AI chatbot led to a significant improvement in response times. The average time to first response decreased from one minute and 44 seconds to an impressive zero seconds.
Furthermore, the resolution time also saw a drastic reduction, dropping from two hours and 13 minutes when handled by human agents to just three minutes and 12 seconds with the AI chatbot in charge. Overall, the company experienced a remarkable 85 percent reduction in customer support costs.
This move to employ AI technology for customer support not only improved efficiency but also brought substantial cost savings to Dukaan. The implementation of the AI chatbot allowed the company to provide faster and more streamlined customer service, ultimately benefiting their platform, which promises rapid deployment of online stores.
As we all know many aspects of running a business now depend on AI, and customer service is no different. What’s your take on AI-powered customer support bots growing in popularity in recent years? Let us know!
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