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.
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 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
P
Beginner-Level 4
Answered 3 days ago
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
M
Contributor-Level 6
Answered a week ago
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
E
Contributor-Level 6
Answered a month ago
Dear reader,
A top-notch Electrical Engineering programme at Lovely Professional University (LPU) combines cutting-edge industrial training with a curriculum focused on research. The institution ensures that students acquire the technical proficiency and creative mentality necessary to succeed in th
A
Contributor-Level 10
Answered 4 days ago
IIT Bombay and IIT Delhi are both estemeed engineering institutes of the country. Both the institutes hold signficant value to the students. The comparison can be drawn on the basis of several factors like tuition fees, placement packages, rankings, course options, etc.
IIT Bombay and IIT Delhi are b
Contributor-Level 10
Answered 3 days ago
Yes, you can get into IIT Delhi with a rank of 30 if you belong to the OBC AI quota. As per the IIT Delhi BDes cutoff 2026 for the third round, the cutoff for this category was 32.
Hence, getting admission with a rank of 30 is possible for the OBC AI category. Other categories, rounds, etc., will ha
N
Contributor-Level 10
Answered a week ago
DTU and IIT Delhi has made a name for themselves in the industry. DTU has been ranked at the 30th position under the Engineering category. DTU has also been ranked at the 2nd position under the 'Engineering' category by the NIRF Ranking 2025.
DTU the highest international & domestic package offered
R
Contributor-Level 10
Answered a week ago
No, you cannot get admission to the Indian Institute of Technology IIT Delhi with CUET scores. IIT Delhi admits students on the basis of national-level engineering entrance exams. The institute considers JEE Main, JEE advanced and UCEED for UG courses. Whereas, GATE/ IIT JAM/ CEED and others are con
G
Contributor-Level 10
Can I get admission to the M.Sc. Chemistry at IIT Delhi without having studied Maths in 12th grade?