IIT Delhi researchers list down factors to improve customers’ chatbot experience

NEW DELHI: The Indian Institute of Technology (IIT) Delhi researchers conducted a study and explained ways to improve the chatbot experience of customers.

An IIT Delhi research team led by Professor Arpan Kumar Kar from the Department of Management Studies and research scholars Amit Kumar Kushwaha and Prashant Sinha conducted the study.

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The study listed out factors that play a key role in improving experience of customers who use Artificial Intelligence (AI)-based chatbots in their day-to-day life for various purposes like registering complaint or feedback, asking questions related to purchase etc and thus be taken into consideration while designing a chatbot, said an official statement.

For their study, the IIT Delhi researchers analyzed social media posts of over 2.5 lakh social users 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.

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“Predictability is a crucial feature of an AI-based chatbot. It mimics the customer's interaction to offer them a feeling of judgment,” said the IIT Delhi statement.

IIT Delhi study

The study recommended these factors to improve users’ chatbot experience:

• 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.
• When the chatbot responds to the product information, the response should be graphically optimized like bulletin points to present products' features.
• Some customers may enjoy exploring new products and services, so chatbot's ability to provide creative and easy processing help in building a good experience.
• The language used by the chatbot needs to be descriptive, simple, and query oriented.
• Trust is an essential constant while using chatbot services. So, firms need to specify privacy policy, safety precautions while using digital services.

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Professor Kar said, “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 co-created strategies. It also increases customer loyalty as customers feel a remarkable presence and organization connect when their feedback is incorporated.”