Dukaan's chatbot Lina is prompt and efficient but needs human help

The chatbot is being trained to respond to more technical queries in customer, product and inventory analytics

Suumit Shah, founder and CEO of e-commerce platform Dukaan, came under Twitter fire on Tuesday when he announced that his company had replaced 90 per cent of its customer care staff with artificial intelligence (AI). Shah went on to explain in a tweet thread why the move was necessary, how the new AI chatbot — Lina — had solved the company’s cost-optimisation needs, and what the chatbot’s salient features were.

“Honestly, I was as skeptical as a cat at a dog show. Coz I've seen the nature of customer queries on Dukaan, thousands of them. It ranges from ‘how to