TIGO INATUMIA “MAROBOTI” KUJIBU MASWALI YA WATEJA MTANDAONI?

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Kadri siku zinavyozidi kwenda matumizi ta teknolojia yanazidi kukua na kurahisisha utendaji wa kazi mbalimbali huku kazi nyingi ambazo aw...

Kadri siku zinavyozidi kwenda matumizi ta teknolojia yanazidi kukua na kurahisisha utendaji wa kazi mbalimbali huku kazi nyingi ambazo awali zilikuwa zikifanywa na binadamu sasa zinafanywa na mashine. Uvumbuzi huu na matumizi ya teknolojia unasaidia kazi kufanyika kwa muda mfupi na kwa ufanisi zaidi.
Licha ya ukuaji mkubwa wa teknolojia, tutakubaliana wote kuwa baadhi ya kazi ni muhimu kuendelea kufanywa na binadamu. Hii ni kwa sababu binadamu wanaweza kuhoji (reasoning) na kuendana na muktadha tofauti na mashine. Kazi hizi ni zile hasa ambazo hubadilika badilika kulingana na mazingira au mtu unayemuhudumia. Endapo utaipa mashine kufanya kazi hizi, itakuwa ikitoa majibu au ufumbuzi wa aina moja kwa matatizo tofauti sababu ndivyo ilivyowekwa kufanyakazi.
Sababu ya kuandika haya ni kutaka kuchunguza na kuweza kubaini kama ni kweli Kampuni ya Mawasiliano ya Simu ya Tigo inatumia mshine (robots) kuwahudumia wateja wake mitandaoni.
Kabla hatujafika mbali tuweke wazi kuwa, makala hii ya kiudadisi umechochewa na jinsi kampuni hiyo inavyojibu maswali ya wateja wake kwenye mitandao ya kijamii. Majibu yanayitolewa mara nyingi hayaendani moja kwa moja na maswali yanayoulizwa hali inaymfanya mtu yeyote kuamini kuwa ni binadamu tena mtaalamu aliyeajiriwa anaweza kujibu namna ile.
Mwishoni mwa mwaka jana, (Disemba 29, 2016) mteja wa Tigo aliandika malalamiko yake kuhusu huduma mbaya kwa wateja aliyoipata alipokwenda katika duka la kutolea huduma lililopo Mlimani City jijini Dar es Salaam.
Albert Katana alilalamika baada ya kuambiwa alipie huduma ya kurudufisha (photocopy) kitambulisho chake. Hata alipoamua kulipa licha ya kuona si sahihi mtoa huduma alimwambia kuwa hawana chenchi ilhali ni wajibu wao kuwa nayo na si wa mteja, hivyo akaambiwa aende kwenye maduka ya nje kurudufisha kitambulisho chake.
Watu kadha wa kadha walichangia mjadala huu lakini majibu yao mengi hayakuonekana kujibu kero za wateja wao, hali inayotilia shaka kama ni binadamu anayejibu maswali hayo au ni mashine. Tigo walikuwa wakiandika tutalifanyia kazi tatizo lako au asante kwa kuwa katika ukurasa wetu, wakati maswali au malalamiko ya wateja wao yalihitaji maelezo ya kina.
Hapa chini ni sehemu ya majibu yaliyotolewa na Tigo kuhusu hoja zilizoibuliwa, au unaweza kubonyesha hapa kuzisoma moja kwa moja kutoka Facebook.
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Aprili 12, 2017 Albert Katana aliandika tena kupitia ukurasa wake wa Facebook akiwasihi Tigo kutotumia mashine kuhudumia wateja mitandaoni;

Lengo la makala hii si kuwajengea mazingira mabaya Tigo lakini ni kuwataka waboreshe huduma zao kwani hata Wahenga walisema “Mteja ni Mfalme.” 
Lakini pia Mamlaka ya Mawasiliano Tanzania (TCRA) huenda waliliona hili mapema kwani kampuni tisa za simu jana zilitozwa faini kwa kosa la kutokidhi baadhi ya vigezo vya utoaji huduma bora kwa wateja. Miongoni wa kampuni za simu zilizopigwa faini hiyo ni Tigo ambapo ilitozwa TZS 120 milioni.

Akizungumza na waandishi wa habari jana, Mkurugenzi Mkuu wa TCRA, Mhandisi James Kilaba alisema kampuni za simu kushindwa kutoa huduma bora ni uvunjaji wa sheria za mawasiliano na unyanyasaji kwa watumiaji. Kampuni hizo ziliagizwa kulipa faini kabla ya mwezi Mei mwaka huu.

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Zotekali Blog: TIGO INATUMIA “MAROBOTI” KUJIBU MASWALI YA WATEJA MTANDAONI?
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