Wednesday, April 1, 2020
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Safaricom improves customer care with Zuri now on WhatsApp

Safaricom (NSE: SCOM) 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.

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“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.

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