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, Indian Institute of Technology Delhi offers PhD in full-time and part-time modes. The doctoral-level course is made available by almost all the departments of the institute. Candidates who meet the required eligibility criteria and have the relevant work experience become eligible for admission. Currently, IIT Delhi Biochemical Engineering and Biotechnology department is offering joint PhD programme with the University of Queensland.
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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Yes, apart from the full-time mode, Indian Institute of Technology Delhi also offers PhD programme in a part-time mode. Candidates willing to seek admission to a PhD programme in this mode of education need to appear for a written test, followed by a PI round, both conducted by the institute. Before applying for part-time PhD programme, aspirants must check the required qualification and work experience.
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 duration of IIT Delhi BTech courses is four years. The full-time degree programme is divided into eight semesters. During the BTech course duration, the students have to do compulsory foundation courses in the areas of basic sciences, humanities, engineering sciences, and social sciences along with the departmental core and elective courses. Moreover, IIT Delhi offers internship opportunities to UG students, the duration of short-term internships is 1.5 to 2 months and is 6 months for long-term internships.
Apart from this, the Indian Institute of Technology, Delhi also offer an integrated BTech and MTech programme. The duration of this dual degree course is five years against the standard duration of both the courses - BTech (four years) and MTech (two years).
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Anything you would want to ask experts?Answered a month ago
IIT is a Public/ Government university which makes it an affordable institute. IIT Delhi BTech is a four-year course, which is offered in a full-time mode across 14 specialisations. After the counselling process, students need to pay the fees to confirm their seat at IIT Delhi. The course fee includ
B
Beginner-Level 5
Answered a month ago
If you belong to the General AI quota, yes, you can easily get admission to the BTech in CSE course with a JEE Advanced cutoff rank of 100. The last round of IIT Delhi CSE cutoff ranged between 116 and 126 over three years for the students belonging to the General AI quota. Therefore, a cutoff rank
R
Contributor-Level 10
Answered a month ago
IIT Delhi NIRF Rankings 2025 are mentioned in the table provided below:
IIT Delhi National Rankings 2025 | ||
|---|---|---|
Ranking Body | Category | Ranking |
NIRF 2025 | Engineering | 2 |
NIRF 2025 | Research Institutions | 3 |
NIRF 2025 | Overall | 4 |
NIRF 2025 | Management | 4 |
M
Beginner-Level 5
Answered a month ago
Students who meet these criteria can secure admission by achieving a qualifying rank in IIT JAM or any other applicable entrance exam:
- Candidates must possess a Bachelor's degree in a relevant Science discipline.
- Candidates must have at least 55% aggregate marks or a CGPA of 5.5 for General, OBC, and
M
Contributor-Level 10
Answered 4 weeks ago
Candidates seeking admission in IIT Delhi for MBA, must ensure that they are eligible. The minimum eligibility is having a UG degree with atleast 60% aggregate marks. The selection criteria for the same is entrance-based with the college accepting valid CAT scores. After being shortlisted, candidate
h
Contributor-Level 10
Answered a month ago
IIT Bombay and IIT Delhi are both premier institutes with excellent academics, placements, and alumni networks. IIT Bombay stands out for its scenic campus, cultural vibrancy, and strengths in Chemical and Computer Science fields, while IIT Delhi benefits from industry proximity, strong core enginee
H
Contributor-Level 10
Answered a month ago
The MSc courses at IIT Delhi are not available for direct admissions. IIT Delhi MSc admissions are decided by the performance of a candidate in the IIT JAM entrance exam. Only candidates who secure appropriate ranks in the IIT JAM entrance exam are given seat allotcation during the CCMN counseling.
S
Contributor-Level 10
Answered a month ago
The GATE score required for M.Tech admission at IIT Delhi depends on the specialisation and category of the candidate. For the General category, the cutoff typically ranges between 350 and 800. Candidates must meet or exceed the respective specialisation cutoff to be considered for admission. Other
H
Contributor-Level 10
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.