As Safaricom is leveraging on Artificial Intelligence (AI) to help solve issues raised by customers, the telecommunication giant has emphasised its commitment to solve issues raised by customers by using specific channels to reach every customer.
Speaking during a media immersion event, Safaricom Acting Chief Enterprise Business Officer Frankline Okata saidthe leverage on AI is aimed at reaching all its 50M customers as the call centre receives millions of calls.
“Our call centre receives calls everyday serving 50 million customers. AI is being used to solve the small things that are asked by customers like receiving the PUK pin. Our call centre will always be there but we shall try as much as we can to show the simple things that can be helped by AI,” Okata explained.
He explained that they are aware of the concerns raised by their customers and they are working towards resolving and ensuring everyone is served adding that AI is not replacing people.
“AI is not here to replace humans at Safaricom as they will always be there to serve our customers. When you call you’ll always get the option to speak to an agent.
AI is here for the simple reason that customers may not find a reason to call the service centre,” he stated.
“Business people can call 2222 and have their problems solved at once,” he added.
The assurance by Okata comes as people have been sharing their frustrations on not being able to speak to Safaricom agents.
Many have been questioning whether the calls are being received by actual humans or AI.
“I tried calling Safaricom to confirm if indeed it is them but of course, these days when you call, you can only speak to a machine. Or does anyone know their customer service number that actually has human beings on the other end,” magazine columnist Berly Wanga Itindi shared months ago on her Facebook page.
This comes even as the media immersion convened by Safaricom Business aimed at deepening understanding of how its technology solutions are powering Micro, Small, and Medium Enterprises (MSMEs) as well as large enterprises across Kenya.
The engagement brought together media stakeholders, offering a first-hand look at how Safaricom Business is delivering tailored digital solutions that are enabling growth, efficiency, and resilience within Kenya’s enterprise ecosystem.
Over the last 16 years, Safaricom Business has evolved into a trusted technology partner for businesses across sectors by offering a suite of integrated solutions.
These include Business, Voice, Data and SMS, Cloud Solutions, Cyber Security Solutions, Internet for Business and Internet of Things.
“We understand the pain points facing enterprises, from limited capital to restricted digital reach. Our goal is to remove these barriers through locally relevant, easy-to-deploy, and cost-effective digital solutions that match the needs of each business stage,” Okata said.
