Indosat Ooredoo Hutchison and Safaricom revealed that they have signed an agreement to combine their collective experience in AI and fintech to co-develop better customer experiences within their respective digital ecosystems.
The partnership deal will see Indosat and Safaricom develop practical use cases that leverage AI-driven decision-making to enable proactive and hyper-personalized customer engagement.
That includes things like predictive care that spots and resolves network issues before they impact customers, relevant product recommendations for prepaid users, and conversational AI experiences for customer support.
Meanwhile, Indosat will tap into Safaricom’s deep operational expertise in mobile financial services with its M-Pesa service to strengthen resilience, security and personalization of digital financial services.
That aspect will focus on areas like AI-powered fraud and risk management, improving payment reliability during peak moments, expanding merchant and ecosystem capabilities, and enabling more tailored financial offerings based on customer behaviour.
“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,” said Indosat’s president director and 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,” said Safaricom CEO Peter Ndegwa.
Indosat and Safaricom said they will also explore smart-capex models and AI-led insights to sharpen how both telcos plan and invest in their networks so that network investments are more precise, demand-driven and impactful – particularly in high-growth and underserved areas.
The partnership agreement also includes a skillsets component, with both telcos committing to establish joint initiatives that focus on “building AI-fluent executives, developing business–AI translator roles, and enabling cross-organizational learning journeys and short-term secondments to accelerate capability transfer and institutional learning.”
