Safaricom Launches Interactive Customer Care Chatbot

Safaricom has launched Zuri, an artificial intelligence (AI) Chatbot assistant that is now available on Facebook Messenger and Telegram.

Zuri allows more than 17 million Safaricom mobile data users to complete a variety of tasks like manage subscription services including unsubscribing from chargeable SMS services and viewing subscriptions.
Other queries that are handled by Zuri include M-PESA transaction reversals, airtime top-up, buying bundles and checking M-PESA and airtime balances.

The Chief Customer Officer at Safaricom, Sylvia Mulinge said that Safaricom is continually working to provide a first-class experience to its customers by investing in the latest technology and products that are created to give them more control and choice.
She added that Zuri is the newest addition to the already existing self-care options at Safaricom including USSD and the mySafaricom app. Mulinge reckons that through artificial intelligence, Zuri will be able to continuously evolve and learn from the different interactions it has with users in order to offer accurate responses.

The Chatbot also has a how-to section where users can access more information about retrieving their PUK number, how to apply for a loan and unlocking their M-PESA account.

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

With the objective to decrease the number of calls to their call centres, Safaricom has recently increased awareness of their selection of available self-care options. This has resulted in over 24 million daily uses of the USSD option and more than 700,000 smartphone customers using the mySafaricomapp on a daily basis.

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