Safaricom has entered into a strategic partnership with Indosat Ooredoo Hutchison aimed at advancing inclusive digital ecosystems through artificial intelligence, fintech innovation and smarter network investments.
The partnership is focused on practical use cases that can directly improve customer experience, strengthen digital trust and optimise network planning.
Both companies plan to deploy advanced AI-driven decision-making to deliver more proactive and personalised customer engagement. This includes predictive care systems capable of identifying and resolving network issues before they impact users. It also includes smarter product recommendations for prepaid customers.
The partnership will also explore conversational AI tools designed to make customer support quicker and more intuitive.
The companies will focus on improving fraud detection, risk management and payment reliability during peak usage periods. They will also expand merchant capabilities and enable more personalised financial services based on user behaviour.
Beyond customer-facing innovation, the partnership aims to refine how Indosat plans and invests in network infrastructure. Through AI-led insights and CNX-based Smart CAPEX strategies, both firms will work towards more precise, demand-driven investments, particularly in underserved and high-growth areas.
Safaricom and Indosat will collaborate on developing AI capabilities across their organisations. This includes building AI-fluent leadership, introducing Business–AI Translator roles and enabling cross-company learning programmes and secondments.
“This partnership with Safaricom is about moving from aspiration to action,” said Vikram Sinha. “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.”
Peter Ndegwa added: “Our partnership with Indosat is built on our respective strengths—their bold AI-native transformation and our deep experience in building Africa’s most trusted digital and financial ecosystem. 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.”
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