In recent developments, Suumit Shah expressed dissatisfaction with his company's customer service team, citing their tendency to provide generic responses and struggle with complex issues. He saw potential in ChatGPT to enhance the customer service hotline of his India-based e-commerce platform, Dukaan.

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By utilizing the software to improve his in-house chatbot named Lina, he trained it extensively on the company's help center content. The ChatGPT-powered bot began handling most customer messages, resulting in positive customer feedback. By June, Shah had replaced 27 customer service agents with Lina, citing the bot's intelligence, instant response capabilities, and cost-effectiveness.

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This shift towards automation, driven by advanced technology like AI chatbots, is impacting the call center industry, where chatbots can directly interact with customers and resolve issues independently.

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Companies are adopting this technology to reduce customer service costs while providing personalized service. However, this transition raises concerns about potential job losses.

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