Kenya’s biggest telecommunications player, Safaricom, is making major strides in artificial intelligence (AI), virtual assistance, and cutting-edge technology—and it’s not just about staying ahead in the telecom game.
The company is doubling down on nurturing talent, fostering innovation, and shaping Kenya’s digital future.At this year’s Safaricom De{c0}dE event, an annual summit that brings together tech leaders, industry experts, students, and policymakers, the focus was clear: AI is here, and it’s transforming how Kenyans work, interact, and innovate.
Safaricom CEO Peter Ndegwa, who kicked off the three-day event, made it clear that this isn’t just about flashy technology—it’s about helping young talent find their way in an AI-driven world.“If you’re a student and you’re not exploring AI, whether you’re in engineering or not, you’re missing out on one of the biggest opportunities of our time,” Ndegwa emphasizedThemed “Charting East Africa’s Digital Destiny,” this year’s event highlighted how AI, satellite connectivity, and smart networks are shaping the region’s future.
CEO Peter Ndegwa outlined how AI is reshaping customer experience, fraud detection and new revenue models. By 2027, 70% of customer resolutions will be AI-powered!
Ndegwa broke down the company’s AI focus into three key areas:AI-Powered Customer Experience – Meet Zuri, Safaricom’s AI chatbot assistant. Whether it’s handling customer queries or preemptively alerting users about potential fraud, AI is helping the company create seamless, personalized interactions.
Monetization & Smart Networks – AI isn’t just improving service—it’s unlocking new revenue streams. From business intelligence to network optimization, Safaricom is leveraging AI to enhance user experience and drive profitability.
Solving Societal Challenges – AI isn’t just about business—it’s about impact. Through its services, Safaricom is empowering communities with access to opportunities and information, proving that technology can be a force for good.
Looking ahead, the company is setting ambitious targets, forecasting seven million AI users by 2027.
“AI won’t replace people—it will enable them to perform optimally,” Ndegwa reassured attendees.And if history is any indicator, Safaricom is gunning for its next big breakthrough, akin to the success of M-Pesa. Could AI be the key to unlocking the next digital revolution?The De{c0}dE event isn’t just about showcasing innovation—it’s about inspiring the next wave of tech leaders in East Africa.
As AI continues to evolve, Kenya is positioning itself as a key player in the global digital economy.With AI shaping everything from customer interactions to business intelligence, Safaricom’s commitment to tech innovation is clear.The question isn’t whether AI will change Kenya’s digital landscape—it’s how fast and how far it will go.
For students, entrepreneurs, and tech enthusiasts, the takeaway from De{c0}dE 2024 is simple: AI is the future, and the time to dive in is now.
