Artificial Intelligence (AI) is transforming industries worldwide, and customer service is no exception. However, in Rwanda, AI-generated responses often fall short, leaving customers with vague and unhelpful solutions. Experts and developers argue that the root cause of the problem lies in the development systems and implementation strategies. With better design and execution, AI could enhance customer support by making interactions faster, smarter, and more efficient, according to industry experts. ALSO READ: Where does Rwanda stand in integrating AI, technology? Chance Desire Iradukunda, the founder of Codible Group, a software engineering company, emphasised the impact of artificial intelligence—particularly large language models—in improving customer interactions. “AI, especially large language models, goes beyond simple automation. It processes vast amounts of data to create meaningful, human-like interactions. When used effectively, this technology enables developers to deliver smarter, more personalised customer experiences that truly make an impact,” Iradukunda said. However, he cautioned against the risk of misinformation due to AI's reliance on vast datasets. ALSO READ: Rwanda to integrate artificial intelligence in school curriculum “If an AI system is trained on flawed or excessive data, it can lead to the dissemination of inaccurate information, ultimately failing to assist customers effectively.” The need for regulatory oversight Iradukunda also stressed the importance of robust training protocols and regulatory oversight to ensure AI-driven tools maintain integrity. “AI must be trained correctly to function reliably. Without proper regulations and validation mechanisms, AI systems might be improperly trained to avoid unintended consequences,” he noted. To mitigate these risks, he advocates for a regulatory framework with a team of validators overseeing AI training processes, ensuring that AI models receive accurate and reliable data. Henry Osakwe, a Nigerian AI programmer, highlighted that AI’s integration into customer service does not eliminate the need for human agents. ALSO READ: Rwanda deploys AI to boost gorilla conservation “AI complements human roles by efficiently handling routine inquiries such as account updates, basic troubleshooting, and frequently asked questions. This allows human customer service representatives to focus on more complex, emotionally nuanced interactions that require empathy, critical thinking, and personal engagement—areas where human intuition still outperforms technology,” Osakwe explained. He added that this synergy between AI and human agents not only improves operational efficiency but also enhances the overall customer experience. “The blend of automation and human touch fosters a more responsive, adaptable customer service model, one that’s both efficient and emotionally intelligent.” Challenges in AI Adoption Despite its advantages, AI adoption in Rwanda’s customer service sector faces hurdles. Lyza Mucyo Dushime, a customer care professional, told The New Times that while AI has improved efficiency, customer trust and engagement remain significant challenges. “Many Rwandan clients still prefer human interactions. AI-driven responses sometimes fail to provide contextually relevant solutions. While AI is effective for handling basic queries like processing data requests, it often struggles with more complex issues that require emotional intelligence or a deep understanding of local context,” Dushime said. She noted that frustration arises when AI fails to grasp the nuances of customer concerns, creating a gap in service delivery—especially when the AI cannot escalate issues effectively to a human agent. To bridge this gap, Dushime suggested integrating AI with human support systems. “When AI reaches its limit, a customer service representative should seamlessly take over. This hybrid approach can help rebuild customer trust while maintaining AI-driven efficiency.” Experts agree that enhanced natural language processing (NLP) models, improved local data collection, and stronger regulations can pave the way for a more effective and trustworthy AI-driven customer service landscape in Rwanda.
