Safaricom, East Africa’s leading telecommunications provider, has unveiled ambitious plans to harness artificial intelligence (AI) as a cornerstone of its strategy to revolutionize customer engagement and operational efficiency.
The telco seeks to align with the company’s broader vision to solidify its position as a technology leader in Africa by 2030, driven by a relentless focus on digital transformation.
Safaricom is embedding AI across its customer service platforms, enabling hyper-personalized interactions and streamlined support through integration of machine learning algorithms into its core business operations, aiming to optimize workflows, reduce costs, and drive data-centric decision-making.
Joseph Kanyua, Safaricom’s Digital Transformation Lead, noted the urgency of adopting AI to meet the company’s long-term ambitions.
“As the region’s largest network operator, we recognize that AI is not optional—it’s imperative. Our goal to become Africa’s foremost tech powerhouse by 2030 hinges on our ability to innovate rapidly and scale AI-driven solutions,” Kanyua stated.
We’re not just experimenting; we’re operationalizing AI at every level.
Central to Safaricom’s strategy is the strategic use of data. Kanyua highlighted AI’s capacity to analyze vast datasets, unlocking actionable insights that empower businesses to pivot from intuition-based strategies to evidence-driven models.
“Data is the lifeblood of modernization. AI allows us to transform raw information into competitive advantages,” he added.
The company is equally prioritizing sustainability in its AI rollout. Safaricom is deploying predictive analytics and intelligent solar energy systems to minimize its carbon footprint and optimize power consumption across its network infrastructure.
These initiatives align with global environmental, social, and governance (ESG) benchmarks, reinforcing Safaricom’s commitment to green innovation.
