Dukaan: 27 jobs cut
Dukaan CEO Suumit Shah replaced 90% of customer support staff with an AI chatbot built in two days. Resolution time dropped 98% and costs fell 85%. The announcement sparked widespread backlash. The company explicitly cited AI and automation as a primary driver of the workforce reduction. This is part of a broader pattern in E-commerce where companies are restructuring operations around AI capabilities while reducing headcount in functions susceptible to automation.
Conservative
27
Core Estimate
27
Upper Bound
27
Sources
Dukaan CEO replaces 90% of support staff with AI chatbot
Dukaan CEO Suumit Shah replaced 90% of customer support staff with an AI chatbot built in two days. Resolution time dropped 98% and costs fell 85%. The announcement sparked widespread backlash.