Connecting Africa is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 3099067.

m-Services

Safaricom Intros Interactive Customer Care Chatbot

Article Image
PRESS RELASE -- Safaricom has introduced Zuri, an artificial intelligence (AI) Chatbot assistant available on Telegram and Facebook Messenger.

Zuri enables over 17 million Safaricom mobile data users to perform a wide range of tasks like manage subscription services including viewing subscriptions and unsubscribing from chargeable SMS services.

Other queries that Zuri can handle include M-PESA reversals, buying bundles, airtime top up and checking M-PESA and airtime balances

“We are continually working to provide the best experience to our customers by investing in technology and products that are designed to give them more choice and control. Zuri will add to the already existing self-care options we have including USSD and mySafaricom app. Using AI, Zuri will be able to constantly evolve and learn from the interactions it has with customers in order to provide accurate responses”, said Sylvia Mulinge, Chief Customer Officer, Safaricom.

Sylvia Mulinge, Chief Customer Officer, Safaricom.
Sylvia Mulinge, Chief Customer Officer, Safaricom.

The Chatbot also contains a how to section where customers can find more information about retrieving their PUK number, unlocking their M-PESA account, and how to get a loan.

Last year the telco launched Safaricom Jitambulishe which is a Voice Biometrics identification system. Jitambulishe allows customers to use their voices for authentication before accessing assisted services such as resetting their M-PESA PIN and PUK requests.

In an effort to reduce the number of calls to their call centres, Safaricom has in the recent past increased awareness of their available self-care solutions. This has resulted in 24 million daily uses of the USSD solution and over 700,000 smartphone customers using the mySafaricomapp daily.

ENDS

Innovation hub

Story

Ghana's regulator declares Starlink operations illegal

The National Communications Authority (NCA) of Ghana has announced that the operation of SpaceX's satellite Internet service, Starlink, is illegal in the country.

Story

Liquid appoints ex-Cell C exec Lerato Pule as its CFO

Pan-African digital infrastructure provider Liquid Intelligent Technologies has appointed former Cell C exec Lerato Pule as its new chief financial officer.

More Innovation hub

Latest video

More videos

Industry announcements

More Industry announcements

Sponsored video

More videos

Africa Tech Perspectives

Story

Uber's Marjorie Saint-Lot on inclusion and sustainability in Africa

Uber's Country Manager for Ghana and Cote d'Ivoire, Marjorie Saint-Lot, shares how the ride-hailing company is approaching public-private partnerships, environmentally friendly initiatives and gender inclusion in Africa.

Story

The 100 most influential African leaders in 2023

A new report from Africa Tech Festival and Connecting Africa puts a spotlight on the top 100 African leaders in the telecoms and technology sector in 2023.

Story

Deep dive into East Africa's tech startup ecosystem

New survey reveals a lack of access to investors, reliance on international VCs and global recession trends as the biggest barriers for East African tech startups to access funds.

More Africa Tech perspectives

Partner perspectives

All Partner Perspectives

Guest Perspectives

Story

Omdia View: September 2023

By Omdia Analysts

Highlights in September 2023 in the Middle East and Africa included more 5G spectrum licenses, vendor and operator strategies, and partnerships – that and more in this month's Omdia View.

Story

Omdia View: August 2023

By Omdia Analysts

Highlights in August 2023 in the Middle East and Africa included a commercial 5G launch from Ethio Telecom and the signing of a virtual wheeling agreement between Vodacom South Africa and Eskom – that and more in this month's Omdia View.

More Guest Perspectives

Like us on Facebook

Newsletter Sign Up


Sign Up
Tag id I-0000192