21/11/2025
“After completing my Bachelor’s degree in Mechanical Engineering from Dehradun, I joined a manufacturing plant at Volkswagen. Although this is a common trajectory for someone with an engineering background, I soon grew disillusioned with it. Climbing the corporate ladder often comes at a personal cost, and I wanted a career path that felt more meaningful and sustainable. I thereafter pursued an MBA, during which I developed a strong passion for teaching and began envisioning myself as an educator.
Motivated by this interest, I appeared for the UGC NET examination and successfully qualified. However, the pay scale for teaching positions at the time did not align with my expectations, and I quickly realized that in order to further my career in academia, it is essential that I got a doctoral degree. The financial aspect of pursuing such a degree weighed heavily on me and at one point I chose to go back into corporate. Additionally jumping from industry to academia was not an easy transition.
During this transition period however, I came across the doctoral program at University of Energy and Petroleum Sciences (UPES), Dehradun which had introduced a doctoral program offering a much better compensation structure compared to other institutions. This opportunity allowed me to bring together my passion for teaching and the stability I was seeking.
My PhD research focuses on banking chatbots, with particular emphasis on user satisfaction and continuous usage intention. The study was motivated by the widespread dissatisfaction users often express with customer service chatbots. Common issues include vague or unhelpful responses and a reluctance among customers to engage with these systems at a time when many corporations are increasingly adopting such technologies.
I believe my research offers a unique perspective on whether the perceived benefits of integrating AI-powered tools truly translate into positive outcomes for customers. While these technologies promise efficiency and cost savings for companies, they can also leave users with a poor service experience. Assessing this trade-off through a cost–benefit analysis is crucial, and my study aims to provide insights that can help organizations balance operational advantages with customer satisfaction.
My supervisor played an integral role in making my PhD journey a success. Like any academic pursuit, the process had its share of ups and downs, but his constant patience and guidance were invaluable, particularly in the early stages when I was shaping my thesis topic. He helped me cultivate a detail-oriented approach and a deeper sense of academic rigor, both of which have been crucial to my growth as a researcher. In addition to having a good supervisor, I was also mindful of taking breaks, either by playing sports or engaging in physical activity, to keep any kind of stress at bay and that had a huge impact on my overall productivity and PhD experience.
When I began my PhD, the concept of research felt quite foreign to me, and for a long time I considered that my biggest drawback. Over time, however, my background in corporate helped me design and communicate my research more effectively.
Academia often relies heavily on jargon, which can make ideas inaccessible. If we truly want to bridge the gap between industry and academia, it is essential to avoid unnecessary complexity and instead focus on communicating ideas in a way that allows for effective exchange between the two worlds.
My advice to anyone considering a PhD is to be both mindful and patient. Competition has become the norm in academia, but it can also take a toll on your mental health. Instead of comparing yourself to others, focus on your own path. While hard work is essential, success in a PhD depends on many factors like coursework, synopsis preparation, and, most importantly, the timely publication of required research papers. These elements rarely align all at once, so patience is key. So trust the process, and wait for the moment when everything comes together.”
-Sushant Sakhlani, PhD in General Management, University of Energy and Petroleum Sciences, Dehradun
Interviewed and written by Debalina Acharyya
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