Safaricom is leveraging big data and analytics to upskill its engineers and data scientists and build innovative use cases that improve customer experience.
The telco yesterday announced an expansion of its collaboration with Amazon Web Services (AWS) in Kenya to accelerate innovation in customer experience through Generative AI.
As part of the existing digital transformation program, Safaricom said, it has developed Artificial Intelligence (AI)/Machine Learning (ML) big data and analytics capabilities using AWS cloud technology to launch various Generative AI use cases.
It added: “These have already delivered measurable improvements in customer experience across connectivity, financial and digital-lifestyle services. The service provider has also combined internal training and upskilling of its engineers and data scientists, with the support of AWS, to include Generative AI proficiency.”
“We’re committed to supporting Safaricom's teams with the tools and training needed to develop Generative AI solutions that serve their customers effectively. The results we're already seeing in areas like fraud detection and customer service automation demonstrate how cloud technology and Generative AI can deliver measurable improvements and impactful changes," said Fabio Cerone, GM of Telco EMEA, at AWS.
Since 2022, Safaricom, in collaboration with AWS, has been accelerating cloud adoption and additionally to use AI/ML capabilities.
One of the areas this has been deployed is in fraud detection and prevention, resulting in increased fraud detection accuracy of up to 89% (F1 score (a measure of predictive performance)) for social engineering using graph neural networks.
"Delivering exceptional digital experiences is essential for thriving in today's highly competitive landscape," said Dilip Pal, chief financial officer at Safaricom PLC. "With AWS's innovative cloud and AI services as a force multiplier, we're empowering our customers with the frictionless, personalised and on-demand experiences they deserve across our world-class network and digital services."
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