At the 2025 Connected Summit, Safaricom reinforced its strategic shift from a traditional telecommunications provider to a purpose-led technology company, emphasizing substantial investments in artificial intelligence (AI) infrastructure and talent development.
Safaricom is channeling over KES 500 million into AI infrastructure, aiming to enhance customer experiences, operational efficiency, and innovation. This investment supports the company’s ambition to become Africa’s leading technology firm by 2030, aligning with its broader digital transformation agenda.
The company has integrated AI across various operations:
Customer Service: The AI-powered chatbot, Zuri, handles tasks like retrieving M-PESA statements and managing data bundles, operating 24/7 to assist customers.
Fraud Prevention: AI algorithms detect and prevent fraudulent activities on platforms like M-PESA, enhancing transaction security.
Network Management: AI systems predict and resolve connectivity issues proactively, improving overall service reliability.
Personalized Offerings: Machine learning models tailor product recommendations to individual user preferences, enhancing customer engagement.
Safaricom’s commitment to AI extends to workforce development. The company has trained its employees through an AI 101 course, fostering a culture of innovation and ensuring staff are equipped to leverage AI tools effectively.
See also
At the Safaricom Engineering Summit, also known as Decode 2.0, the focus was on nurturing Kenya’s tech talent. The event featured demonstrations like the Digital Twin model, which creates a virtual representation of individuals using AI, and the Safaricom-AWS Deep Racer Championship, showcasing machine learning capabilities.
Safaricom’s AI strategy is anchored on three pillars: enhancing customer experience, driving monetization, and improving productivity. By investing in AI infrastructure and talent, the company aims to scale its AI capabilities, ensuring it remains at the forefront of technological innovation in Africa.
Through these initiatives, Safaricom is not only transforming its operations but also contributing to Kenya’s digital economy, positioning itself as a leader in the integration of AI within the telecommunications sector.