Students from Zetech University have come up with a digital innovation that prompts interactions with the customer on their satisfaction levels immediately they pay for services.
The Tugawe Feedback, an AI-powered, real-time customer feedback solution integrates with mobile payment systems such as Lipa Na Mpesa and offers an option for interaction with the customer. When a customer completes a transaction using mobile money, the system immediately triggers a personalized WhatsApp feedback request, prompting interactions.
It will then use AI to categorize and analyze the feedback, providing actionable recommendations.
The innovation by Brian Mtana, Joy Mwende Ireri, and Paul Wako, all IT students at the university, was successfully pitched at the Presidential Innovation Challenge and Awards under the University category.
