Pretty much sure AI can do a better job at virtually negligible cost.
I'm unsure what the Dukaan model is, as its a storefront business, I guess most requests were essentially about how to do this/that on the store front, that can basically be an LLM ran over a small data set of their own FAQ. I wonder if their bot also has hallucination issues.. The 10% remaining CX folks are probably there to answer questions or give support on the genuine problems that are solved case by case.
Can we find a better name?
I mean the Chinese manufacturers build everything from Xboxes and iPhones to fly by night knock offs.
I’d imagine if our customer service based in India sucks it is either because we didn’t pay them enough or because even we don’t understand our own business processes to explain what we want from them.
So instead of reading the same paragraph of a script at me in a loop when it doesn't know the answer to a question, the customer service agent is going to "hallucinate" an answer.
What could possibly go wrong?
As a non-native speaker myself, I struggled to understand anything, but going through the call was necessary in order to get important situations solved, or at least bumped up to someone more qualified. (Hey Microsoft, you really like to cheap out on support!)
If a robot calls me instead, it will at the very least speak some kind of standard English.
Source: Am from the Midwest, and have heard interviews of actors and newscasters discussing this.
Those tech support people (and the always-extremely-compressed-level-audio-quality-from-56k-era) are another level: even if they are actually telling me an answer that'd work (which they rarely do), it's almost impossible to understand what they say.
No one expects native-Shakespearean-level accent with lossless FLAC encoded audio, but at least a baseline level of English accent and a microphone better than a potato should be a requirement when hiring.