„Hi, how may I assist you?”Chatbots for Better Service Delivery. Practical Guide, Applications and Principles in Development Cooperation
Key Guides
Bonn; Eschborn: Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) (2026), 48 pp.
Contains bibliogr. pp. 33-39
"The guide provides lessons-learnt for building AI chatbots and explores: motivations and requirements for developing a chatbot; functional types of AI chatbots suitable for different projects; content and knowledge base behind chatbots; technological architectures for AI chatbots; steering and management of AI chatbot projects; responsible AI principles. Throughout the guide, you will also find practical examples of chatbot projects implemented by GIZ. These are meant to offer hands-on inspiration for how chatbots have been integrated in projects in India, Kenya, Rwanda and Uganda.
Who is this guide for? This guide is aimed at anyone who is planning, advising, steering or tendering activities that foresee incorporating the use of AI chatbots in projects. Its content was written based on insights from GIZ staff who have been involved in the design and implementation of AI chatbot projects both based at GIZ headquarters and in various of its country offices. While this may make some of the more specific insights more directly relevant to GIZ staff, the authors have written the guide in a way that it should hopefully also be of interest, and valuable for, people working in other development, donor and funding institutions active within projects in an international cooperation context." (Introduction, page 4)
Who is this guide for? This guide is aimed at anyone who is planning, advising, steering or tendering activities that foresee incorporating the use of AI chatbots in projects. Its content was written based on insights from GIZ staff who have been involved in the design and implementation of AI chatbot projects both based at GIZ headquarters and in various of its country offices. While this may make some of the more specific insights more directly relevant to GIZ staff, the authors have written the guide in a way that it should hopefully also be of interest, and valuable for, people working in other development, donor and funding institutions active within projects in an international cooperation context." (Introduction, page 4)
1 Introduction, 4
2 Setting the stage: Motivation and requirements for AI chatbots, 8
3 Choosing an AI chatbot: How to find one that works for you, 10
4 Project management: Steering a successful chatbot initiative, 16
5 Gathering content: Managing the knowledge base, 23
6 Technology: Building the chatbot's technical backbone, 29
7 Responsible use of AI chatbots, 37
8 Spotlights: Profiles of GIZ chatbot projects, 43
Agricultural Information Exchange Platform (AIEP): Chatbots for Small-Holder Farmers (India/Kenya) -- Conversational AI Chatbot for Discovery of eServices (Kenya) -- Kalimagezi Audit Chatbot -- Mbaza Chatbot: COVID-19 & beyond (Rwanda) -- Chatbot for the Office of the Data Protection Commissioner (Kenya) -- Chatbot Framework (Global)
2 Setting the stage: Motivation and requirements for AI chatbots, 8
3 Choosing an AI chatbot: How to find one that works for you, 10
4 Project management: Steering a successful chatbot initiative, 16
5 Gathering content: Managing the knowledge base, 23
6 Technology: Building the chatbot's technical backbone, 29
7 Responsible use of AI chatbots, 37
8 Spotlights: Profiles of GIZ chatbot projects, 43
Agricultural Information Exchange Platform (AIEP): Chatbots for Small-Holder Farmers (India/Kenya) -- Conversational AI Chatbot for Discovery of eServices (Kenya) -- Kalimagezi Audit Chatbot -- Mbaza Chatbot: COVID-19 & beyond (Rwanda) -- Chatbot for the Office of the Data Protection Commissioner (Kenya) -- Chatbot Framework (Global)
