Jeff Woolhat Technologist and economics & statistics graduate
Safaricom has introduced its artificial intelligence (AI) Chatbot assistant to popular messaging service WhatsApp.
Zuri enables over 20 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 as well as managing marketing messages
Other queries that Zuri can handle include, PUK retrieval, M-PESA reversals, buying bundles, accessing usage statements, airtime top up and checking M-PESA and airtime balances.
“We continue to use data analytics and insights to innovate and invest in relevant customer care self-help options with a view of being more responsive and anticipatory in our customer engagements. This is part of our ongoing commitment to be Simple, Transparent and Honest across all our products and operations. Zuri is constantly evolving and learning from the interactions it has with customers to provide accurate responses”, said Michael Joseph, CEO, Safaricom
The Chatbot also contains a Safaricom Home section where customers can access and review their Safaricom Home Fibre Account details.
To access Zuri on WhatsApp, customers will first need to save Safaricom’s customer care mobile number 0722000100 on their phone’s contact list.
In 2017 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 October last year, the company marked 19 years by unveiling a new strategy and renewing its commitment to its customers. As part of its efforts to simplify its products, the company unveiled a new data plan, and a new calling and SMS plan that offer data bundles and calling minutes with no expiry.