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.
According to Joy Ireri, a Computer Science student and one of the innovators, the innovation will be ideal for restaurants and hotels to effortlessly gather, categorise and analyse real-time customer insights.
She said this intelligent approach not only enhances customer interaction but also empowers businesses with actionable data, turning every transaction into a strategic opportunity for growth, improvement and personalized marketing.
“This platform harnesses the power of AI-driven automation and seamless payment integration to revolutionize how businesses collect and understand customer experiences. It is tailor-made for the rapidly growing hospitality sector in the country. The industry needs to understand gaps for necessary action to meet customer needs,” they said.
The University Vice Chancellor Prof. Njenga Munene said such innovations will help the country address some of the challenges facing its citizens.
“Seeing Brian, Joy, and Paul passionately present their vision was truly inspiring. Their dedication and teamwork showcase the power of student-led innovation in addressing real-world business challenges,” said Prof Munene.
The VC added that the institution through the recently introduced Zetech University Innovation and Entrepreneurship (iZet) Hub will continue to empower the young generation to find solutions to world problems.
“At the iZet Hub, we incubate ideas, design and rethink solutions that can impact society as we continue to grow entrepreneurship and technological advancement,” reiterated the institution’s Deputy Vice Chancellor, Academics, Research and Student Affairs Prof. Alice Njuguna.
Three students are actively seeking funding and support to expand their innovative project. Thus, the speaker urged the industry to capitalize on the new product or service once it is available in the market.
By Muoki Charles
