Abahanga muri uru rwego bagaragaza ko gutanga serivisi inoze ku buryo uyihawe agenda ayirahira, atari ikintu cyoroshye cyo gukeresa kuko gifite uruhare runini mu bukungu n’iterambere cyane cyane ku bihugu birimo u Rwanda.

Ibi ni byo bita ’Customer & Citizen Experience (CX)’ naho kwakira umuntu bisanzwe, byo bikitwa ’Customer care’.

Kuva ku itariki ya 15 kugeza ku ya 18 Nzeri 2026, mu Rwanda hari kubera inama yiswe ‘Africa Customer Experience (CX) Leaders Forum’, igamije kurebera hamwe uburyo imitangire ya serivisi yanozwa ku buryo uyihawe anyurwa na yo.

Ni nama ibereye mu Rwanda ku nshuro ya gatatu yikurikiranya kuva mu 2024, yahurije hamwe abarenga 300 baturutse mu bihugu bitandukanye.

Umuyobozi Mukuru wa CX Touch Point Rwanda yatangije ikaba inategura iyi nama, Nyinawumuntu Jeanette Rebecca, yavuze ko batangije iyi nama kugira ngo ifashe Abanyarwanda kongera ubumenyi n’ubushobozi mu mitangire ya serivisi.

Nyinawumuntu yagaragaje ko hakiri icyuho mu bumenyi bw’abatanga serivisi, aho bumva ko kwakira umukiriya cyangwa umushyitsi neza ari ukumusekera no kumubwira amagambo meza gusa.

Gusa hari ibindi by’inyongera bikenerwa kandi bisaba ubumenyi bukomatanye, kugira ngo utanga serivisi amenye kuyitanga yuzuye ku buryo uyihabwa anyurwa.

Yagize ati “Serivisi inoze ntirangirira mu kwakira umuntu neza, ahubwo ni uruhurirane rw’ibyo abona, yumva cyangwa ahabwa bituma yiyumva nk’uri ahantu akwiye kuba ari, ku buryo ibyo byose bituma yumva anyuzwe byuzuye.”

Iyi nama yitabiriwe n'abaturutse mu bihugu bitandukanye

Gushinga ihuriro, gutanga amahugurwa n’impamyabumenyi

Umunyamwuga ufite ubunararibonye mu gutanga serivisi inoze no kwita ku bakiriya, Nyinawinkindi Gloriose, yabwiye IGIHE ko hari gahunda yo kwandikisha ihuriro ry’abanyamwuga bakora mu rwego rwa serivisi mu Rwanda, dore ko ari we wanatorewe kuruyobora.

Iryo huriro ryashinzwe mu rwego rwo guha umurongo imikorere y’abakora umwuga wo gutanga serivisi mu Rwanda, ndetse no gutanga urugero rwiza ku bandi bo mu bindi bihugu cyane cyane ibyo muri Afurika.

Nyinawinkindi ufite impamyabumenyi yakuye muri Leta Zunze Ubumwe za Amerika, yasanze uyu mwuga utarahabwa agaciro gakwiye mu Rwanda, ari byo byatumye hashingwa ihuriro kugira ngo uwo ushyirirweho amategeko n’amabwiriza, kandi abawukora berengerwe banahabwe agaciro.

Yagize ati “Mu buryo bwa kinyamwuga, akazi dukora usanga nta mahame n’amabwiriza akagenga. Turashaka gushinga iri huriro kugira ngo tuzamure ireme rya serivisi mu Rwanda muri rusange.”

“Turashaka ko kandi akazi kacu gaha umutekano ugakora, ku buryo kamutunga biciye mu kubona ibihembo akwiye, binajyanye n’ubumenyi n’ubunararibonye bye.”

Hari gutekerezwa uko hashyirwaho ishuri rikuru ryihariye ryigisha ibijyanye no gutanga serivisi no kwita ku mukiliya, ku buryo abantu bajya bahabwa imyamyabumenyi zabyo zizwi nka ’CX certificates’.

Umuyobozi wa Africa CX Leaders Forum, Kpunsa Mbinkar, agaragaza ko urwego rwa serivisi no kwita ku bazihabwa muri Afurika rukirira hasi, usibye mu bihugu bike nk’u Rwanda.

Yagize ati “Twabonye ko muri Afurika buri gihugu gifite uburyo bwihariye mu mitangire ya serivisi. Twagakwiriye gushyiraho uburyo bumwe buhuriweho ku buryo ibyo usanze mu Rwanda, ari na byo wasanga n’ahandi kandi bifite ireme ringana.”

Mbinkar ko yifuza ko ababyeyi n’abarezi bakwiye kurera abana babatoza uburyo bwiza bwo gushyikirana neza na buri wese ubagannye, kandi abakeneyeho serivisi.

Ati “Nk’uko mu mashuri twigisha abana uburyo bwo kwambuka umuhanda ngo birinde impanuka, ni ko dukwiriye kubigisha uburyo bwiza bwo gutanga serivisi. Ntibikwiye kwigishwa gusa muri za kaminuza, ahubwo byatangirira no mu mashuri abanza.”

Umuyobozi wa Africa CX Leaders Forum, Kpunsa Mbinkar, avuga ko gutanga serivisi inoze bikwiriye kwigishwa mu mashuri

AI muri serivisi irakenewe ariko ntisimbura uyitanga

Bimwe mu biri guhindura urwego rwa serivisi harimo n’ikoreshwa ry’ubwenge buhangano (AI), aho usanga buri kwifashishwa mu gutanga serivisi zari zisanzwe zitangwa n’abantu.

Abitabiriye iyi nama bagaragaje ko iri koranabuhanga rikenewe muri uru rwego, dore ko hari aho ryihutisha serivisi mu gihe gito kandi ku bantu benshi.

Nubwo rikenewe ariko, byagaragajwe ko hari aho ritasimbura abantu, dore ko mu byo umuntu akenera muri serivisi harimo no kumva ko yakiriwe neza n’abantu bagenzi be.

AI ntishobora gusimbura abantu kuko yo ntigira amarangamutima kandi ntiyanabasha gutahura amarangamutima y’abantu, ku buryo yabishingiraho imenya uko ikwiye kubakira igendeye ku marangamutima bagaragaza.

Nyinawinkindi Gloriose avuga ko bashinze ihuriro ry'abakora muri serivisi kugira ngo bahabwe agaciro

Abatanga serivisi beretse ko inyungu yabo ya mbere ari uko uwayihawe agenda anyuzwe

Nyinawumuntu Jeanette Rebecca uyobora CX Touch Point Rwanda yavuze ko abakora mu nzego za serivisi bakeneye ubumenyi bwisumbuyeho