Safaricom has reassured its customers that human customer care agents remain available despite the growing use of its AI-powered virtual assistant, Zuri. This clarification follows concerns raised by subscribers struggling to connect with live representatives after interacting with the chatbot.

Customer Concerns Over AI Support

Some users expressed frustration on social media about difficulties reaching human agents, questioning whether Safaricom had fully replaced its support staff with artificial intelligence. One subscriber noted that Zuri was unable to resolve their issue and repeatedly directed them to an option for live assistance that seemed inaccessible.

Safaricom’s Response

Responding via its official customer care account, Safaricom emphasized that human agents have not been eliminated. Instead, callers must first navigate the automated self-service menu tailored to their specific issue before being offered the chance to speak to a live representative. The company also highlighted that customers can seek help through Safaricom’s social media platforms.

The Role of Zuri AI

  • Zuri is designed to handle routine enquiries such as checking balances, purchasing airtime, retrieving PUK numbers, and managing subscriptions.
  • The virtual assistant operates across multiple channels including WhatsApp, Telegram, Facebook Messenger, web, and SMS.
  • Its purpose is to provide faster responses and reduce wait times on traditional customer care lines.
  • Continuous improvements are made through AI and natural language processing to better understand customer needs.

Ongoing Support Channels

Safaricom maintains a hybrid support model where complex issues can be escalated to human agents. Customers can reach live support via dedicated call centres, email, direct messages on social media, and physical customer care shops nationwide. Separate lines exist for PrePay, PostPay, Home Fibre, and business clients.

This approach aims to balance efficient digital self-service with accessible human assistance, ensuring subscribers receive appropriate help regardless of the complexity of their issues.