Track: Masters Thesis Competition

Abstract

This paper investigates the factors influencing the adoption of AI-chatbots by non-governmental organizations (NGOs) in developing countries, a context faced with escalating social and environmental challenges. As poverty deepens, climate-induced droughts persist, and regional conflicts escalate, the demand for effective NGO intervention increases. NGOs are critical in addressing social, environmental, and economic issues, often filling gaps where governmental support is lacking. Despite a global increase in innovative technologies, the uptake of AI-chatbots by NGOs is still in its infancy. Furthermore, there is limited literature providing a comprehensive factors for NGOs to adopt AI-chatbots. This qualitative study interviews 30 managers for in-depth insights. The study examines technological, organisational, and environmental aspects affecting AI-chatbot adoption using the TOE paradigm. Thematic analysis of the qualitative data identified key factors such as a lack of technical expertise, financial constraints, resistance to change, data privacy and security concerns and infrastructure limitations as the most dominant factors in adopting chatbots. The factors address a gap in the literature by providing insights into the adoption of technology in resource-constrained settings, offering operational, technical, and strategic guidance to NGO managers and policymakers.