Indosat and Safaricom Develop AI Technology to Improve Customer Service

Safaricom PLC Chief Executive Officer Peter Ndegwa and Indosat Ooredoo Hutchison President Director and Chief Executive Officer Vikram Sinha. (Photo: Indosat)

JAKARTA - Indosat Ooredoo Hutchison (Indosat or IOH) announced its new partnership with fintech company, Safaricom, to drive the development of an inclusive digital ecosystem.

This partnership is designed to generate tangible impact that can be felt directly by customers ranging from experience, digital trust, and also smarter network investment.

Through this collaboration, both companies will develop an artificial intelligence (AI) based decision-making system, including predictive care technology that is able to identify and resolve potential network disruptions before customers feel the impact.

President Director and Chief Executive Officer of Indosat Ooredoo Hutchison, Vikram Sinha said, this collaboration combines Indosat's ambition to become an AI-Native TechCo with Safaricom's experience in building a fintech ecosystem.

"By combining Indosat's ambition to become an AI-Native TechCo and Safaricom's proven expertise in building a fintech ecosystem, we are focused on delivering innovations that customers can really feel," said Vikram.

In addition, Indosat will also present recommendations for smarter and more relevant products for prepaid users, as well as a conversational AI experience that is expected to make customer service faster, simpler, and more personal.

Indosat will also leverage Safaricom's operational expertise to strengthen the resilience, security, and personalization of digital financial journeys for customers.

Broadly speaking, this collaboration will focus on risk management and AI-based fraud prevention, increasing the reliability of payments during high transaction traffic, expanding merchant capabilities and digital ecosystems, and developing more personalized financial services based on customer behavior.

Safaricom PLC Chief Executive Officer, Peter Ndegwa added, this partnership aims to transform lives through technology that truly improves the way people live, work, and connect.

"From smarter networks and more secure transactions to a more intuitive digital experience, this collaboration goes beyond innovation; it's about shaping an inclusive digital economy where individuals, businesses, and communities can thrive," said Peter.