Safaricom - 2021 Sustainable Business Report

66 SAFARICOM SUSTAINABLE BUSINESS REPORT 2021 / STANDING TOGETHER: GOING BEYOND / OUR MATERIAL TOPICS //// OUR STAKEHOLDERS / KPI SUMMARY ZURI AT A GLANCE FY18 FY19 FY20 FY21* TOTAL UNIQUE USERS NEW USERS FY18 FY19 FY20 FY21 Total interactions (daily average) - 349 1 567 10 366 * As at 31st March 2021 402 402 102 227 101 825 446 417 1 960 617 1 514 200 344 190 Our Interactive Voice-Response (IVR) saw increased usage especially among our visually impaired customers who use the service to confirm their M-PESA balances before and after making transactions. Feedback from our visually impaired customers is that this innovation gives them independence and enhances the security of their accounts as they can transact without revealing their PINs. In FY21, the IVR was reviewed to shorten route to human interaction options on the top IVR menus and allow customers to explore the self-service options before taking them through to agents. IVR interactions increased by 10% year- on-year to 119 937. Jitambulishe is an enhanced voice biometric service that allows our customers to enrol their voice and use it for identification to access various services such as accessing their Personal Unlocking Key (PUK). In FY21, there were six million voice biometrics level 1 enrolments and 2.3 million voice biometrics level 2 enrolments. FUTURE FOCUS • Customer Obsession: Provide tailored offers for our customers to address concerns on value and affordability. We will also continue to work on enhancing transparency in billing. • Scale our penetration in the MSME/SOHO space. • Further develop solutions that drive business and operational efficiencies for our customers (IoT, cloud and hosting solutions and reliable internet services). • Work to improve our Customer NPS and BC scores by leveraging our customer data. Our Virtual Assistant, Zuri , executes easy-to-complete tasks that don’t require human input, ranging from airtime top-ups to accessing PUK numbers and reversing M-PESA payments. With daily user interactions now standing at approximately 10 366, ZURI is now available on Messenger, Web, Telegram and WhatsApp.