Safaricom has now introduced Zuri, an AI chatbot for customer care which Safaricom users can interact with on Telegram and Facebook Messenger.
Zuri enables Safaricom mobile data users to manage their subscription services: they can view their subscriptions and unsubscribe from chargeable SMS services. Zuri can also handle M-PESA queries such as transaction reversals, data bundle purchases, airtime top up and checking M-PESA and airtime balances
Safaricom Chief Customer Officer, Sylvia Mulinge said, “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.”
