Zetech University students develop AI-Powered feedback system for hospitality businesses

KENYA – Students from Zetech University have introduced Tugawe Feedback, an AI-driven solution designed for hotels and hospitality businesses to gather real-time customer satisfaction insights immediately after a payment is made.

A team of IT students has introduced an AI-powered customer feedback system designed to enhance guest engagement in the hospitality sector.

Integrated with mobile payment platforms like Lipa Na Mpesa, the innovation automates real-time feedback collection, providing businesses with valuable insights for service improvement.

Upon completing a mobile money transaction, customers receive an instant, personalized WhatsApp request for feedback.

AI then categorizes and analyzes responses, generating actionable recommendations that help businesses enhance guest satisfaction and operational efficiency.

Developed by Brian Mtana, Joy Mwende Ireri, and Paul Wako, students at Zetech University, the project was successfully pitched in the University category of the Presidential Innovation Challenge and Awards.

The trio believes their system can revolutionize customer service in Kenya’s hospitality industry by simplifying data collection and analysis.

Joy Ireri, a Computer Science student and one of the developers, highlighted its benefits for hotels and restaurants.

“This AI-driven platform allows businesses to effortlessly gather and interpret real-time customer insights. By transforming every transaction into an opportunity for growth, service refinement, and personalized marketing, we’re empowering businesses to stay ahead in a competitive industry,” she said.

By leveraging automation and seamless payment integration, the platform addresses a critical need in Kenya’s fast-growing hospitality sector.

“Understanding service gaps is essential for businesses to adapt and meet evolving customer expectations,” the team explained.

Zetech University Vice Chancellor, Prof. Njenga Munene, praised the students for their innovative approach.

“Seeing Brian, Joy, and Paul present their vision was truly inspiring. Their dedication highlights the impact of student-led innovation in addressing real-world business challenges,” he said.

The institution’s Deputy Vice Chancellor, Academics, Research, and Student Affairs, Prof. Alice Njuguna, reaffirmed the university’s commitment to fostering entrepreneurship through its iZet Hub.

“At the iZet Hub, we incubate ideas and develop solutions that drive technological and entrepreneurial growth,” she noted.

Currently, the students are seeking funding and industry support to scale their project.

They encourage businesses to embrace the technology once it becomes commercially available, underscoring its potential to revolutionize customer service in hospitality.

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