How Safaricom uses AI

Safaricom has used AI and machine learning on AWS since 2022, and fraud detection and prevention is one of the areas where it is deployed. An AWS press release of June 2025 says the deployment reached a fraud detection accuracy of up to 89 percent, measured as an F1 score, for social engineering using graph neural networks. The release gives no baseline, period or volume.

Safaricom's Zuri chatbot handles an array of customer queries. In an AWS press release of June 2025, Safaricom is described as using AI through Zuri to improve customer experience and reduce traffic to its Care Centre. The release names Amazon SageMaker and large language models on Amazon Bedrock only for work still to come, not as the basis of Zuri. No resolution or deflection figure is published.

After a pilot, Safaricom Kenya rolled out Nokia's AVA Energy Efficiency software across approximately 30,000 5G, 4G and 3G cells. The software uses AI and machine learning to switch off idle and unused equipment automatically during low usage periods, together with Nokia's radio energy efficiency features, while maintaining network quality. The release gives planned energy cost savings, not measured results.