Zimbabwean AI Expert Invents Open-Sourced Tech Platform For Education in Africa

Zimbabwean Artificial Intelligence expert William Sachiti

If African children will ever have a chance to catch up with their peers in other developing countries of the world, there is need to adopt an outside of the box approach to access to knowledge and education materials. This seem to be one of the questions answered by a United Kingdom based Zimbabwean Artificial Intelligence expert William Sachiti who is the founder of the start-up Academy of Robotics in London. Mr. Sachiti is on a mission to change how African children access instruction materials through a cutting edge open-source technology known as ‘Trees of Knowledge’ which was launched today to improve access to education through smartphones in Africa. This free-to-develop technology enables a tree or rural landmark to broadcast a wifi connection providing access to a pre-loaded package of educational content. The wifi connection and content comes from a micro-computer moulded into the landmark to protect it from theft or damage.

Zimbabwean Artificial Intelligence expert William Sachiti
Zimbabwean Artificial Intelligence expert William Sachiti

The Trees of Knowledge will enable anyone within a roughly 100m radius to access the content on any mobile device free of charge. Users can also charge their phone by plugging it into the accompanying solar-powered battery charging station. The micro-computers will run on the power equivalent of a small rechargeable battery and can run for years without maintenance. All the user needs is a wifi-enabled device such as a phone, tablet, laptop or computer. There is no need for the phone to be connected to a carrier or any network provider, removing the issue of expensive data charges.

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The technology uses a basic computer like the Raspberry Pi computers which have been used in refugee camps in Lebanon by UNICEF as part of its Raspberry Pi for Learning initiative. According to UNESCO, there are 258 million children out of school and the problem is particularly acute in Sub-Saharan Africa where the population of primary-school aged children has doubled since 1990 and 1 in 5 children of primary school age are out of school. However, this is also a region witnessing rapid growth in smartphone adoption. Already more than 23% of people in Sub-Saharan Africa have access to a smartphone – a number which the GSMA estimates will rise to 39% in the next five years.

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William Sachiti who was educated in Zimbabwe before moving to the UK where he started his first technology company at 19 years old highlights the challenges said that one of the challenges in providing education through smartphones is that, while many people have access to a basic smartphone of some description, in many areas 3G coverage is still patchy. The data costs are high for most people and in rural areas keeping the phones charged is a problem when there is limited or no electricity. Trees of Knowledge aims to address all these challenges. He added that “every day millions of children walk for hours to get to school in the hope – often a vain hope – that they will find a teacher present at their school. In other cases, children are unable to attend school because they need to take care of the family’s cattle or support their families in other ways”.He called on African leadership on the urgent need to improve access to education for these children. “For many children their classes are taught gathered under the shade of a large tree, so ‘Trees of Knowledge’ seemed a natural technical extension of this existing system.”

Sachiti believes that Africa’s burgeoning tech ecosystem can play a vital role in this collective effort commenting: “While many programmes already exist to fix this problem, it is still not enough. With the growth of the developer community in Africa, I believe we have the opportunity to simply release the technology and let local communities build it themselves. If this technology reaches one or two more children, then I feel it would be a success.”

The pre-loaded educational content is likely to be largely video-based and would be free to access by anyone at any time. Whilst the system can work with existing educational content packages, ultimately Sachiti hopes that content can also come from local educators.

 

Kelechi Deca

Kelechi Deca has over two decades of media experience, he has traveled to over 77 countries reporting on multilateral development institutions, international business, trade, travels, culture, and diplomacy. He is also a petrol head with in-depth knowledge of automobiles and the auto industry

Artificial Intelligence (AI) and humans in Customer experience (CX) – not an either/or situation

Artificial Intelligence

In the customer journey, artificial intelligence is not set to replace human engagement, but rather to enhance and underpin it.

By Merijn te Booij

AI is by far the biggest hype I have seen in my career, and for good reason. It could revolutionize customer experience at a time when experience and service are the final frontiers in differentiation.

In the entire digital transformation of the world, we are spending over $1.2 trillion next year, and $6 trillion over the next four years. Much of this spend will focus on technologies that allow the enterprise to differentiate in the market and deliver exceptional customer experience.

An emerging Gen Z employee and customer base are changing engagement models with companies, using more channels and more self-service options. Customers around the world are using a variety of channels – with 97% of customers saying they are multi-channel users, and each customer using 5.6 channels on average.

By 2020, virtually all of the people who call into a contact center will have already been on one of the organization’s other channels. When they call you, they have been trying to self serve themselves and they are out of options, yet what contact centers still do at this point is ask them ‘who are you and what do you want?’

This is no longer good enough in an environment when customer experience makes or breaks customer loyalty. Research has found that in the last year, 51% of people have switched brands due to poor customer service.

AI presents the hope of running customer engagement more efficiently, faster and more cost-effectively. A global survey found 90% of companies are deploying AI across some aspect of their customer journey, gaining massive shifts in productivity and an ability to use valuable insights to build deeper relationships with customers.

While we have been using machine learning for years, we can now compute at a much larger scale than ever before, and AI comes into its own at large scale because, at the end of the day, it’s about data.

However, many people think AI is about a bot that will just solve everything – just plug it in a 24 hours later it will have learned everything it needs to know to solve problems. It won’t.

To deliver an exceptional customer experience, the strengths of AI are best blended with the empathy and problem-solving skills of humans. There is an opportunity to blend AI and human interaction because humans and bots are so different. Bots love replication and they are error-free, so they are ideal for invoicing and collection calls, or handling routine calls – for example, where a customer wants to change their address.

AI enables enterprises to predict call volumes and call routing needs and helps agents to work more effectively. But if a customer calls in because for example their family member just passed away and they are worried about health care or funeral arrangements, you may want a human to take the call and spend a moment consoling or showing empathy. So this is not an ‘either/or’, it’s an ‘and’.

Somewhere down the road, the main thing an agent will do is show empathy and solve problems. Despite concerns over job losses, AI will likely generate more jobs than it will take, and it will augment customer experience and bring power to your agents.

AI can help organize and automate structures, processes, and conversations, but when it becomes complex and emotional, a human should take over. We call this ‘blended AI’ – AI with a human touch.

Companies can drive exponential customer experience value by combining predictive omnichannel routing, predictive digital engagement, workforce engagement and ‘Kate’ – a virtual assistant, running on a mobile app, who is virtually training herself, to seamlessly blend the best of AI-driven self-service capabilities and real-life employees.

Merijn te Booij is the chief marketing officer (CMO) at Genesys (www.Genesys.com) he was a keynote speaker at the Genesys Blended AI Summit South Africa 2019.

 

 

Kelechi Deca

Kelechi Deca has over two decades of media experience, he has traveled to over 77 countries reporting on multilateral development institutions, international business, trade, travels, culture, and diplomacy. He is also a petrol head with in-depth knowledge of automobiles and the auto industry.

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