In Bengaluru, LimeChat is revolutionizing customer service with AI chatbots designed to replace human agents, claiming an 80% reduction in staffing needs for managing 10,000 monthly queries. Co-founder Nikhil Gupta asserts, “Once you hire a LimeChat agent, you never have to hire again,” highlighting concerns that generative AI is rapidly automating roles traditionally held by technical support and customer service personnel. This shift is reshaping India’s $283 billion IT sector, which provides 7.5% of the GDP, but it incurs job insecurities, particularly among younger workers.
Despite the booming demand for AI solutions—forecasted to grow 24% annually—experts caution about the lack of a robust framework to manage workforce disruptions. Companies like LimeChat and its competitor Haptik are thriving amid this landscape, though customer preference for human interaction remains strong. As automation replaces manual tasks, experts advocate for improved social security moves to safeguard affected workers.
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