Safaricom has unveiled Zuri, an artificial intelligence (AI) Chatbot assistant available on Telegram and Facebook Messenger as an innovative way of offering customers a quicker web chat service.
“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.
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
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.