[ishaanbahal]

Indian here, that may be true for outsourced customer support with no actual company folks intervening but rather giving guidelines and scripts, but the startups running for India (say Zomato, Swiggy etc), the support team tends to help a lot (once you manage to connect with them after the silly chatbot that's always useless, relinquishes control), their priority is much like the early days of amazon where customer success was everything. Ironically, all western companies that have made it to India, have the same kind of support as you mentioned, like Uber, Amazon(lately) etc.

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.

[solarkraft]

You're responding as if it was about nationality. It's not fair that the keyword for "useless customer support" has become "Indian". Of course there are competent tech people in India - a lot of them.

Can we find a better name?

[xethos]

I would have thought "Outsourced", personally. Because whether to America or Uzbekistan, outsourced support always leaves me feeling like the company just does. not. care.