IIT Delhi study finds ways to improve customers experience with chatbots
Findings revealed that customer experience is built from the chatbot’s ability to predict suitable recommendation in minimal time.
Researchers at the Indian Institute of Technology (IIT) Delhi conducted a study and listed out factors that play a key role in improving experience of customers who use AI-based chatbots in their day-to-day life for various purposes such as registering complaint, asking questions related to purchase, etc, and thus be taken into consideration while designing a chatbot.
Researchers analyse 2.5L social media posts to extract parameters of chatbot
The research team, led by Prof Arpan Kumar Kar from the Department of Management Studies, analysed over 2.5 lakh social media users’ posts to understand the experience creation process in B2B businesses that use chatbots for marketing automation. Subsequently, the team applied text mining approaches to extract the parameters of a chatbot that may influence customers’ experience. The text mining approach uses natural language processing to identify significant trends, relationships, and group emerging patterns related to customer experience.
Their findings indicated that customer experience is built from the chatbot’s ability to predict the suitable recommendation in minimal time. Predictability is a crucial feature of an AI-based chatbot. The primary driving factor for a customer to use a chatbot is finding accurate information, which the chatbot designing team should consider the most crucial factor.
The Department of Management Studies (DMS), IIT Delhi, also known as DMS IIT Delhi offers a two-year MBA course at undergraduate courses in a full-time mode. IIT Delhi is a decent option to pursue an MBA degree. IIT Delhi ranked 4 by the National Institutional Ranking Framework (NIRF) in the Management category IN 2024. Talking about DMS IIT Delhi MBA placements 2023, the average package offered was INR 25.82 LPA and the highest package stood at INR 41.13 LPA. A placement percentage of 100% was achieved. Thus, it is a good institute for an MBA.
Yes, IIT Delhi is a good institute for MSc aspirants. The institute has got a good overall rank from NIRF in the 2023 rankings. It has been ranked at the third spot among top colleges in the country. Moreover, IIT Delhi also provide placements support. As per its 2023 placement report, the median package offered to PG (2-year) candidates was INR 12.50 LPA. Some of the top companies that participate in its placements drive are Microsoft, Cisco, Accenture, etc.
The language used by the chatbot needs to be descriptive, simple, and query oriented. For example, when customers ask questions about the product information, chatbots can respond in the language customers are familiar with instead of technical details about the product. Trust is an essential constant while using chatbot services. So, firms need to specify privacy policy, safety precautions while using digital services.
“Besides predicting customer preference, a chatbot also needs to provide a user-friendly environment with a visual cue to capture customer information. The quality of service provided by chatbots must be satisfactory. So, businesses need to consider taking feedback from customers about chatbot services and moderate chatbot functionalities based on cocreated strategies,” said Prof Arpan Kumar Kar.
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As per the QS World University Rankings, IIT Delhi is the third best institute in India and 174th globally. In the NIRF rankings, it has been ranked at the second spot under the "Engineering" category. Candidates get good placement opportunities. The highest international and domestic package offered was INR 2 crore per annum and INR 1.25 crore per annum. In IIT Delhi placements, 50 students received package more than INR 1 crore per annum (domestic). Thus, it is great if a candidate gets admission at IIT Delhi.
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Anything you would want to ask experts?Answered 3 days ago
Hello Rella,
Practically speaking there is no difference between these two degrees. Both connote degree in engineering.
Normally speaking IIT's or NIT's award B Tech while Govt Universiies acoss India award BE. Its a mis conception that B Tech means more hands on training than BE. But its not so. Bo
Scholar-Level 18
Answered 2 weeks ago
Yes, It's totally safe, Guards are all around the campus 24 *7
M
Beginner-Level 1
Answered 5 days ago
IIT Delhi admission 2026 is currently open for various courses. The application process at IIT Delhi is conducted online. Students can check the list of documents required for admission below:
- Class 10 and Class 12 marksheets
- Bachelor's degree certificate & marksheets (for PG courses only)
- Master's deg
A
Contributor-Level 9
Answered 5 days ago
IIT Delhi admission process is conducted on the basis of entrance exams, except for the PG Diploma course. The university accepts several national-level entrance exams for admissions such as JEE Main, GATE, CAT, IIT JAM, UCEED, etc. The university conducts its application process in an online mode
M
Contributor-Level 9
Answered 6 days ago
The admissions into the MBA course at IIT Delhi are offered on the basis of CAT exam. The eligibility criteria is to obtain a minimum of 60% marks in UG course, with PCM as their subjects. The selection criteria also weighs academic record of the students, along with CAT score. In addition, the stud
C
Contributor-Level 10
Answered 5 days ago
IIT Delhi offers a BTech programme at the UG level. It is offered in full-time mode and is approved by the AICTE. The total tuition fee of BTech at IIT Delhi ranges around INR 8 lakh.
N
Contributor-Level 9
Answered 5 days ago
IIT Delhi offers BTech course to students at the UG level. It is offered for 4 years in several specialisations. To be eligible for BTech at IIT Delhi, candidates must fulfil the eligibility criteria of the course. Candidates must be Class 12 passed from a recognised board with a minimum 75% aggrega
M
Contributor-Level 9
Answered 3 weeks ago
IIT Delhi is a private institute and was established in 1961. It has been declared as an Institution of National Importance. The institute arranges a variety of events for students ranging from seminars, conferences, fests, and others. IIT Delhi is also planning to open its campus in Abu Dhabi.
V
Contributor-Level 9
Yes, IIT Delhi offers a four-year full-time BTech course at the undergraduate level. IIT Delhi BTech admission is completely entrance-based. The selection is based on JEE Advanced score obtained by JEE Main-qualified candidates. The centralised counselling process for all the IITs is managed and regulated by the JoSAA, based on which seat allotment is carried out for all the JEE Advanced-qualified candidates.