Chatbot Adoption Framework for Real-Time Customer Care Support

Abstract

Computer programs or software that communicate with humans using natural language are referred to as chatbot applications. To provide customer care support services, there are no well-formulated guidelines for the implementation of artificial intelligence chatbots in Kenyan telecom companies. This study proposes an adoption framework for deploying artificially intelligent chatbots in Kenyan telecom companies. This was accomplished by determining the current level of the installation of chatbot apps in Kenya and identifying the primary metrics that might be used as indications for the dissemination of chatbots. A review of the earlier frameworks and models on technology adoption was conducted to determine the relevant metrics. A combination of research approaches was used in this study, with questionnaires and interview schedules being used to obtain quantitative and qualitative data, respectively. To examine qualitative data, content analysis was what was used. Using tables and charts, descriptive analysis was performed on the quantitative data, and the findings were presented. AI specialists working for Safaricom PLC and the Communications Authority of Kenya were the ideal candidates for this position. From the two different telecommunications companies, a sample was selected for the research study utilizing the Delphi approach. In this approach, the researcher reaches out to experts in the area of the study to gain in-depth knowledge of the issue being investigated because they serve as a guide on aspects to consider before using AI chatbots for customer support services provision. The results showed that chatbot applications are randomly implemented, the telecom firms are ready to adopt AI chatbots for customer service support. The adoption of the framework will help the telecom industry accept a reliable chatbot application which will in turn provide faster, accurate, and reliable service support to customers thus saving time and cutting costs. The framework that was built has the potential to serve as a guiding principle in the process of implementing chatbot technology within the telecom business settings. Further research should be done on the use of AI chatbots in other sectors like healthcare and agriculture.