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AI will be incorporated across customer engagement, network management, and digital payments
Indosat Ooredoo Hutchison and Safaricom have formed a partnership combining Indosat’s AI ambitions with Safaricom’s mobile finance expertise, aiming to improve both parties’ customer experience.
According to the announcement, the arrangement will cover AI-enabled customer engagement, fraud detection, network planning and workforce development.
The companies said they would deploy AI to enhance customer interactions, from predictive maintenance that spots and remedies network problems before they affect users to personalised product plan generation and conversational virtual agents.
On financial services, Indosat will draw on Safaricom’s operational lessons from M-PESA to strengthen resilience, security, and customisation in digital payment journeys. Planned measures include AI-based fraud and risk controls, measures to keep payments flowing during peak demand and broader merchant and ecosystem capabilities intended to deepen customer value.
Commercial terms, governance arrangements, and delivery timetables were not included in the announcement.
“By combining Indosat’s AI-Native ambitions with Safaricom’s proven fintech and ecosystem expertise, we are focused on delivering innovations that customers can genuinely feel from smarter networks and safer digital transactions to more personal and intuitive experiences,” expained Indosat’s CEO Vikram Sinha.
“From smarter networks and safer transactions to more intuitive digital experiences, this collaboration goes beyond innovation; it is about shaping inclusive digital economies where individuals, businesses, and communities can thrive,” added Safaricom CEO Peter Ndegwa.
In addition to collaborating on specific projects, the deal will also see the partners share AI learnings regarding intelligent network planning and capex investment, aiming to deploy networks more efficiently.
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