<p>In today’s society, most if not all sectors digitize and automate in order to become more efficient. The increasing availability and sophistication of software technologies disrupt labor markets by making workers redundant. Within this context, a significant change is companies’ introduction of chatbots as a supplement to human customer support is vital. Chatbots are computer programs that interact with humans through natural language. The purpose of chatbots is to simulate a human conversation in response to natural language input through text or voice. There seems to be no proper guidelines for adoption of chatbots for provision of customer care support services in telecommunication industry in Kenya. The aim of this research was to develop a framework for adoption of artificially intelligent chatbot application in telecommunication industry. This was achieved through determination of the status of implementation of chatbots in Kenya and identification of key metrics that served as indicators for chatbot adoption. The metrics were identified through review of previous technology adoption frameworks and models. The study adopted mixed methods where qualitative and quantitative data was collected using interview schedules and questionnaires respectively. Content analysis was used in analyzing qualitative data. Quantitative data was analyzed descriptively and results were presented using tables. The target population included experts in the field of AI in two telecommunication firms in Kenya. The study sample was drawn, using Delphi technique, from the two telecommunication firms. The descriptive and principal component analysis were utilized. The results of this research study will be crucial to all telecommunication firms in guiding them on the most effective and efficient way of adopting AI chatbot application for customer support services.</p>

Web Content Management Systems (WCMS) have evolved over years from very primitive systems to complex and robust intelligible systems. These systems provide the ability to maintain and navigate the structure of a website and allow the developers to design websites more easily, hence making content publishing on the internet fast and easy. Due to the complexity of CMS, most corporate websites tend to experience performance downside. Studies reveal that a lot is being done to improve websites performance. Several web optimization techniques have been adopted to reduce pageloadtime and much has been achieved but as the web content keeps on growing, performance is lowering. This study tries to address the CMS website performance gaps by providing strategies that can achieve better performance.. The study employs experimental research design. Joomla, Wordpress and Drupal CMS were used in the experiment to represent the most popular CMS used in organizations. The experiments were done in Moi university labs. Optimization process was achieved using GTMetrix and GiftOfSpeed online tools. The findings were that: Image optimization, CSS/JS & HTML Minificaition, Caching, mobile optimization had significant impact on CMS website performance. A combination of these techniques results to web optimization strategies that will improve CMS website performance

Computer-mediated learning is becoming an increasingly common form of education in institutions of higher learning (IHL). Many IHL in developing nations, such as Kenya, have greatly experienced an increase in demand for higher education.  On the other hand, the ability to connect people with required sets of skills, regardless of their location in the world has been enabled by advances in information technology over the past 20 years. Use of virtual learning environment (VLE) has rapidly emerged as a very promising technology that will probably match the innovation of technologies such as multimedia/hypermedia. These VLEs have the potential to provide opportunities for active, flexible, and increasingly individualized learning experiences. It also explains virtual reality principle, describes the interactive educational environment, highlights the challenges higher education face in the traditional mode of delivery and discusses educational benefits of implementing virtual learning environments in IHL. The paper makes a number of recommendations for successful adoption of VLEs in higher education

Determining the size, effort and cost of Service-oriented Architecture (SOA) systems is important to facilitate project planning and eventually successful implementation of a software project. SOA approach is one of the recent software architectures that allow integration of applications within and outside the organization regardless of heterogeneous technology over a distributed network. A number of research studies have been done to measure SOA size.However, these studies are not based on software metrics rendering them to be ineffective in their estimation. This study defined a set of SOA size metrics based on Unified Modelling Language (UML). The study employed Briand's theoretical validation to test the validity of the designed SOA size metrics. Findings from this study will provide metrics to measure SOA size more accurately and form a basis for future software engineering researchers to develop more effective and more accurate size metrics and effort estimation methods.

The enterprise resource planning (ERP) system is a complex and comprehensive software that integrates various enterprise functions and resources. Although ERP systems have been depicted as a solution in many organizations, there are many negative reports on ERP success, benefits, and effect on user performance. Previous research noted that there is a lack of knowledge and awareness of ERP systems and their overall value to ERP organizations. ERP systems have been widely studied during the past decade; yet they often fail to deliver the intended benefits originally expected. One notable reason for their failures is the lack of understanding in user requirements. There are many studies conducted to propose software quality models with their quality characteristics. However, there is currently no dedicated software quality model that can describe usability maturity and involve new features of ERP systems. This chapter proposes a framework for evaluating the usability maturity as a quality attribute of ERP systems.