Imagine a world where instead of friendly people helping you online, you had super-smart robot cats! That’s kind of what happened at a company called Dukaan, an online shopping place in India. Last year, their boss, Suumit Shah, did something very surprising. He decided to replace almost all of the people who helped customers with AI, which is like having robot cats that can answer questions and solve problems. This made a lot of people say, "Me-ow!" because it was a big change.
Before, Dukaan had many people who would help customers with their orders, like if someone had a question about a toy or needed help with a delivery. These people were like friendly house cats, always there to lend a paw. But then, Suumit Shah decided to try something new. He thought that AI, like robot cats, could do the job faster and maybe even better. So, he let go of about 90% of his customer service team. That’s like if you had ten house cats, and then you only had one!
Why did he do this? Well, he said, “We had to do it, because it was important for the company to make sure things ran smoothly.” He thought that the robot cats could answer questions and fix problems much faster than people could. Some people were sad about the change, but Suumit Shah explained, "It was a difficult decision, and I had to do what was best for the company." It's like deciding to use an automatic feeder for your pet instead of giving them food by hand, it might be easier, but it's a big change.
Now, one year later, how is it going? Well, Suumit Shah says that the robot cats have been very helpful. He mentioned that things like customer service costs have gone down by about 85%. That's like saying that the cost of cat food went down by a lot! He said, "The AI has been very helpful in making sure that things run smoothly." He also said that the time it takes to help customers has gotten much faster. So, if you have a question, a robot cat might answer you right away, like a cat pouncing on a toy.
But it hasn’t been all smooth sailing. Some people still miss the friendly voices of the human helpers. It's like missing the purrs and cuddles of a real cat when you only have a robot one. Even though the robot cats are fast, they might not always understand what a customer really needs. Sometimes, humans are better at understanding feelings and complex problems. It’s like a real cat knowing when you need a cuddle, something a robot cat might not understand.
Suumit Shah knows that some people might think this is a big risk, but he believes it was the right choice. He said, “I know that some people might not agree with what we did, but I think it’s the future.” It's like trying a new type of cat toy, it might be different, but it could be fun! He’s watching closely to see how things go, just like you might watch a new kitten exploring your house. He is trying to make sure that Dukaan can keep helping customers while using new technology.
This whole situation is a big experiment, like trying to teach a cat to do tricks! Some tricks work great, and others might need more time. The big question is, will more companies start using robot cats instead of people? We’ll have to wait and see, just like watching a cat chase a laser pointer, it's always exciting to see what happens next! For now, Dukaan is continuing to use its robot cats, and the world is watching to see how this experiment turns out.
In the end, this story shows us how technology can change things very quickly. It’s like when a cat suddenly jumps into a box, you never know what to expect! Even though it can be surprising, it's important to learn about new things and understand how they can affect our lives, just like learning all about the silly things our cats do.
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