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.
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.
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.
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 2 months 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 2 months 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 2 months 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 2 months ago
Department of Management Studies, IIT Delhi provides various programmes and specialisations to students. For obtaining DMS IIT Delhi admission, candidates are required to appear for the prescribed entrance tests. Students can visit the official website of the DMS IIT Delhi to learn more regarding th
A
Contributor-Level 10
Answered 3 months ago
For the General AI quota, the IIT Madras CSE cutoff 2025 stood at 171 in the first round. Till the last round, the cutoff remained the same, indicating all seats got filled after the first round of the JEE Advanced cutoff. For IIT Delhi and IIT Bombay, the CSE cutoff ranks were closed at 126 and 66,
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Contributor-Level 10
Answered 3 months ago
IIT Delhi BTech in Electrical Engineering cutoff 2025 for the last round was 211 for the SC category students in the AI quota. The opening rank for the same stood at 156 during the concluding round. Refer to the table below to view the round-wise opening and closing ranks for IIT Delhi for the BTech
R
Contributor-Level 10
Answered 3 months ago
For students belonging to the SC AI quota, a cutoff rank between 260 and 1478 is considered to be a safe rank for MSc admission at IIT Delhi. The better (lower) your rank, the higher is the probability of securing a seat at IIT Delhi for MSc. This is the overall cutoff range for MSc admission, inclu
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Contributor-Level 10
Answered 4 months ago
No, IIT Delhi does not offer a defence personnel (ward) quota for M.Sc. (Economics) admissions. Reserved seats in this programme are allocated only for SC, ST, OBC NCL, EWS, and PwD categories, following standard reservation norms. There is no separate quota for children or wards of defence personne
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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.