Safaricom announced on Wednesday it has extended its work with Amazon Web Services (AWS) to develop use cases for Generative AI that can speed up innovations and improve customer experience.
Safaricom – which has been collaborating with AWS since 2022 to accelerate cloud adoption in Kenya – said it has developed AI/ML big data analytics capabilities using AWS cloud technology as part of its existing digital transformation programme to launch various GenAI use cases.
Safaricom said the use cases developed so far have already delivered measurable improvements in customer experience across connectivity, financial and digital-lifestyle services.
For example, it has deployed AI to increase fraud detection accuracy by up to 89%. Meanwhile, Safaricom’s AI-powered Zuri chatbot is helping offload traffic from its care centre.
Safaricom said the agility provided by AWS will enable it to accelerate ideas into production via AWS services such Amazon SageMaker, SageMaker Jumpstart and large language models (LLMs) from Amazon Bedrock, combined with other cloud solutions for effective compute and storage.
Safaricom said it has also combined internal training and upskilling of its engineers and data scientists with the support of AWS to include proficiency in GenAI.
Safaricom said it will continue to collaborate with AWS to explore more opportunities to simplify processes for consumers, offer personalized services, reduce wait times and help customers get first-time resolution to their queries.
“The results we're already seeing in areas like fraud detection and customer service automation demonstrate how cloud technology and Generative AI can deliver measurable improvements and impactful changes," said Fabio Cerone, GM of Telco EMEA at AWS, in a statement.
