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According to IT House, Indian e-commerce startup Dukaan recently announced that it will lay off 90% of its customer service staff and embrace artificial intelligence. Suumit Shah, CEO of Dukaan, said that the generative AI chatbot has greatly improved the work of customer service, and the first response time has been shortened from 1 minute and 44 seconds to instant; the average resolution time has been shortened from 2 hours and 13 minutes to 3 minutes and 12 seconds; 85% reduction in cost.

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