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.
Commonly asked questions
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.
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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Anything you would want to ask experts?Answered a month ago
No, staying at the IIT Delhi hostel is not compulsory. Hostel accommodation is not offered to students staying within a 15km radius of the institute. There are 12 boys' hostels and 5 girls' hostels at the engineering institute.
Beginner-Level 4
Answered a month ago
Yes, air conditioning is available at IIT Delhi's new hostels. It is allotted based on availability. The institute charges INR 15,000 per semester for single occupancy and INR 7,500 for Double Occupancy.
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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 offere
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Answered 2 years ago
No, you cannot get admission to the M.Sc. Chemistry at IIT Delhi without having studied Maths in 12th grade. Eligibility criteria is Bachelor of Science degree (three years or longer) in relevant field with a minimum of 55% grades. Furthermore, the applicant ought to have pursued an MSc in Chemistry
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For BTech students at IIT Delhi, the highest international packages have historically reached up to INR 2 crore to INR 3.4 crore per annum, typically for sought-after roles in Computer Science and Quantitative Finance.
Domestic packages for top-tier roles have frequently touched the INR 1 crore mark
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Contributor-Level 6
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As of now, IIT Delhi has released the placement data 2026 that is updated till Dec 2025. As per the report, a total of 1,275 offers including PPOs have been. More than 1,140 students have been placed during IIT Delhi placements 2026. The highest package 2026 has not been released yet.
Above 300 PPOs
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Answered a month ago
According to the recent placement records of IIT Delhi BTech, the overall placement percentage for the BTech programme consistently ranges between 83 percent and 90 percent.
- Around 84 percent of BTech students get placed under normal academic cycles.
Computer Science (CSE) leads with over 95 percent p
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Contributor-Level 9
Answered a month ago
IIT Delhi provides scholarship support to students across Undergraduate and Postgraduate programmes. Undergraduate students can avail of the Institute Merit-cum-Means Scholarship, Institute Merit Prizes and Certificates, Institute Free Studentship (UG), Scholarship for SC/ST/PwD Students, and Donor
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Is hostel compulsory at IIT Delhi?