Safaricom has announced that it has opened a new call centre in Eldoret town to improve customer experience in the region. The new centre was constructed at a cost of Ksh. 900 million and has also created job opportunities for over 800 people.

To create job opportunities for the youth, Safaricom will recruit 300 interns from various local universities in Uasin Gishu County giving them an opportunity to learn and gain experience.

Eldoret town currently has two fully operational Safaricom retail shops which offer a wide range of services and products. Rift valley has over 21 customer service desks and 9 retail shops spread across the region.

In an effort to reduce the number of calls to their call centres , Safaricom has in the recent past increased awareness of their available self-care solutions. This has resulted in 24 million daily uses of the USSD solution and over 700,000 smartphone customers using the mySafaricomapp daily. The telco also 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.

Last year Safaricom introduced Zuri, an artificial intelligence (AI) Chatbot assistant available on Telegram and Facebook Messenger. 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.