http://erepository.kafuco.ac.ke/123456789/16 Wed, 17 Jun 2026 15:15:23 GMT 2026-06-17T15:15:23Z http://erepository.kafuco.ac.ke:80/bitstream/id/5/ http://erepository.kafuco.ac.ke/123456789/16 http://erepository.kafuco.ac.ke/123456789/273 Chatbot Adoption Framework for Real-Time Customer Care Support Nyongesa, Geoffrey; Omieno, Kelvin; Otanga, Daniel In our society today, most sectors are digitizing and automating their processes for efficiency. Human labour has become obsolete as a result of the disruption of labour markets brought about by the rising complexity and availability of software programs. When seen in this light, the adoption of artificial intelligence chatbots by businesses as a supplement to human customer service representatives serves as a crucial development. Computer programs or software that communicate with humans using natural language are referred to as chatbot applications. Through the use of speech, text, or both, the purpose of a chatbot is to simulate human interaction in response to input in natural language. For the purpose of providing customer care support services, there are no well formulated rules for the implementation of artificial intelligence chatbots in Kenyan telecom companies. An adoption framework for the deployment of artificially intelligent chatbots in the telecommunications sector was proposed as the objective of the research. 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 study of the earlier frameworks and models on technology adoption was conducted in order 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. In order 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. A descriptive analysis as well as a major component analysis were used because they serve as a guide on aspects to consider before using AI chatbots for customer support services provision. The results of this research are particularly important to all companies that are involved in providing telecommunication services. Wed, 01 Jan 2025 00:00:00 GMT http://erepository.kafuco.ac.ke/123456789/273 2025-01-01T00:00:00Z http://erepository.kafuco.ac.ke/123456789/272 The Capabilities of Blockchain Technology in Enhancing Supply Chain Management in the Tea Sector in Kenya Ronoh, Hillan K.; Omieno, Kelvin; Odawa, Jairus This study examined the potential of blockchain technology to enhance supply chain management in Kenya’s tea sector, addressing persistent challenges such as limited information sharing, poor traceability, and logistical inefficiencies. Despite advancements in supply chain practices, issues like adulteration, volatile market demands, and transparency gaps continue to undermine efficiency and competitiveness. The research highlights the role of blockchain-enabled decentralised data-sharing, which offers immutable records, improved control, and strengthened stakeholder trust. Through blockchain-based smart contracts, stakeholders can achieve realtime visibility, automate transactions, and maintain quality standards without intermediaries. A mixed-methods approach was employed, incorporating structured questionnaires and indepth interviews with 156 respondents from tea processing companies. Findings reveal that adoption barriers include complex stakeholder dynamics and the geographical dispersion of tea farms. The study underscores the need for collaboration among small-scale farmers, processors, and government agencies to harness blockchain’s full potential. Key research questions explore the specific blockchain features that enhance supply chain effectiveness, the role of stakeholder trust, and implementation challenges. The findings demonstrate block chain’s transformative potential in building a more resilient and sustainable tea supply chain in Kenya. The study concludes that blockchain can significantly improve transparency and operational efficiency, while recommendations call for further research on its economic implications and integration with emerging technologies. Wed, 01 Jan 2025 00:00:00 GMT http://erepository.kafuco.ac.ke/123456789/272 2025-01-01T00:00:00Z http://erepository.kafuco.ac.ke/123456789/246 Determinants of e-Health Routinisation in Public Healthcare Facilities in Kenya Shikunyi, Jackline Waburaka; Ondulo, Jasper Malcom; Omieno, Kelvin Kabeti The integration of e-Health into health has the potential to transform healthcare service delivery by increasing quality. Quality service delivery has the following components: safety, timeliness, effectiveness, efficiency, patient-centeredness, and equity. However, the uptake and routinisation of these systems remain a challenge, particularly in developing countries. The paper adopted a narrative literature review approach to explore determinants that influence e-Health routinisation in public healthcare facilities. The search was conducted across multiple academic databases, including PubMed, Google Scholar, and JSTOR, using the key terms “e-Health,” “routinisation,” “Kenya,” “health facilities,” “health information systems,” and “digital health adoption.” The study peer-reviewed articles, reports, and relevant policy documents published between 2014 and 2023. The findings show that organisational support, user training, technological infrastructure, and the involvement of stakeholders in design as critical to the successful implementation of e-Health and its routinisation. Challenges such as inadequate infrastructure, user involvement during implementation, and resistance to change hinder uptake and widespread use of routinisation. If these challenges are adequately addressed, uptake of e-Health routinisation will easily be achieved. Mon, 01 Jan 2024 00:00:00 GMT http://erepository.kafuco.ac.ke/123456789/246 2024-01-01T00:00:00Z http://erepository.kafuco.ac.ke/123456789/224 Using I-Hubs for Bridging The Gap of Digital Divide In Rural Kenya Samuel, W Lusweti; Kelvin, K Omieno The world is moving towards digital economy where almost everything being done today is digitally controlled because necessity is the mother of innovation. Everybody is striving to attain digital stability as a lot of revenue is generated in the digital world. Digital divide therefore becomes so disadvantageous to people left without access to computers and the internet. In this paper, researchers discuss the role of Kenyan innovation hubs in closing the gap between those who have access to the internet and computers and those who do not. The paper discuss the World Bank projection of the GDP emanating from the use of ICTs and the challenges facing innovation. Government support plays a key role in ensuring that the people secluded from ICTs are able to access these services especially those in rural areas. This research found that in Kenya, innovation hubs have helped the citizens staying in rural areas to gain access to internet and develop their ideas and innovations as well as undergo mentorship. Nonetheless, a lot of support is needed from the Kenyan government through the launching of more innovation hubs especially in rural areas that can help improve the online business, innovation and thus increase the GDP from ICTs. Sat, 01 Jul 2023 00:00:00 GMT http://erepository.kafuco.ac.ke/123456789/224 2023-07-01T00:00:00Z