Nairobi: Students from Zetech University have developed a digital innovation that facilitates immediate customer feedback on satisfaction levels after service payments. The Tugawe Feedback system, an AI-powered solution, integrates with mobile payment platforms like Lipa Na Mpesa, offering customers a chance to provide real-time feedback through WhatsApp right after completing a transaction.
According to Kenya News Agency, the system uses artificial intelligence to categorize and analyze customer feedback, providing businesses with actionable recommendations. This innovative project, created by IT students Brian Mtana, Joy Mwende Ireri, and Paul Wako, was successfully pitched at the Presidential Innovation Challenge and Awards in the University category.
Joy Ireri, a Computer Science student and one of the innovators, expressed that the innovation is particularly suitable for restaurants and hotels. It allows these businesses to effortlessly gather, categorize, and analyze customer insights in real-time. Ireri emphasized that the intelligent approach not only enhances customer interactions but also transforms transactions into strategic opportunities for growth, improvement, and personalized marketing.
The platform utilizes AI-driven automation and seamless payment integration to revolutionize how businesses collect and understand customer experiences. It is specifically designed for the rapidly growing hospitality sector in the country, addressing the industry's need to identify and act on service gaps to meet customer demands.
Prof. Njenga Munene, Vice Chancellor of Zetech University, highlighted the impact of such innovations on solving national challenges. He praised the dedication and teamwork of the students, noting their ability to address real-world business issues through student-led innovation.
The university's Deputy Vice Chancellor, Academics, Research and Student Affairs, Prof. Alice Njuguna, reiterated the institution's commitment to fostering entrepreneurship and technological advancement through the Zetech University Innovation and Entrepreneurship (iZet) Hub. At the hub, ideas are incubated, designed, and rethought to create solutions with societal impact.
The three students are actively seeking funding and support to expand their project. Industry stakeholders are encouraged to capitalize on the product or service once it becomes market-ready.