Recently, in another industry first in Kenya, we launched a Voice Biometrics identification system – Safaricom Jitambulishe. This allows our subscribers to identify themselves to our Customer Care executives by simply using their voices.

The dynamic voice biometrics system allows customers to use their voices for authentication before accessing assisted services such as resetting their M-PESA PIN and PUK requests. Individual Post-Pay and Hybrid customers can enrol their voice and use it to access services. Jitambulishe enables customers to enjoy the security and convenience of accessing Safaricom products and services by themselves.

In an effort to reduce the number of calls to our call center, we have increased awareness of Safaricom Self-care solutions, such as USSD options and mySafaricom app. Our efforts have borne fruit, resulting in 24 million daily uses of the USSD solution and over 700,000 smartphone users on our network using the app daily.