A Comprehensive Analysis of Types, Functional Goals and Usability Factors of WhatsApp Chatbots Implemented in Zimbabwe

Chatbots are increasingly becoming prevalent across digital platforms. Among these digital platforms, WhatsApp has emerged as a popular medium for deploying chatbots due to its widespread adoption and user accessibility. However, research gaps persist, particularly regarding the implementation and effectiveness of WhatsApp chatbots in developing economies like Zimbabwe. This study provides a comprehensive analysis of WhatsApp chatbots adoption in Zimbabwe, focusing on the different types of chatbots that exist, their functional goals and usability factors. The research employs a pragmatic approach, integrating qualitative and quantitative methods to address key questions about the types, functional goals, and usability issues of WhatsApp chatbots in Zimbabwean companies. Through a mixed methods strategy, including case studies and usability assessments, the study identifies active chatbots, categorises their functional goals and evaluates their usability attributes such as response speed and context switching flexibility. Findings reveal a predominance of rule-based chatbots with limited contextual flexibility and language support in Zimbabwe. The study recommends the improvement of chatbots design for enhanced usability and multilingual support to broaden accessibility. Moreover, the study proposes the development of domain-specific natural language processing models and usability assessment frameworks to optimise WhatsApp chatbot adoption in Zimbabwe and similar contexts.