Safaricom has taken a decisive step in its digital transformation with the launch of My OneApp, an AI-powered super app that merges the standalone M-Pesa and MySafaricom platforms into a single, unified experience.
Unveiled during the Decode 4.0 summit in Nairobi, the new app signals the company’s transition into what it terms FinTech 2.0—a shift from traditional telecommunications to building intelligent, customer-centric digital infrastructure powered by advanced technologies such as agentic AI.
A Unified Digital Experience
My OneApp consolidates essential services including mobile money, airtime, data bundles, bill payments, and financial tools into one interface.
Users can now seamlessly access their M-Pesa balance, GSM balance, and other services without switching between multiple apps.
At the heart of the platform is artificial intelligence that learns user behaviour over time. By analysing patterns such as transaction frequency, preferred contacts, and commonly used services, the app dynamically adapts its home screen to prioritise what matters most to each user.
This level of personalisation reflects Safaricom’s broader investment in agentic AI—systems designed to not just respond, but anticipate needs, automate decisions, and manage multi-step processes with minimal input.
Smart Features Built for Convenience
The app introduces a range of features aimed at reducing friction and giving users more control over their digital lives. These include:
- Customisable quick actions for frequently used services
- Automated bill payments and reminders
- Biometric login for enhanced security
- Built-in fraud reporting and PIN recovery tools
- Network diagnostics, eliminating the need for USSD codes or customer care calls
In addition, the platform hosts over 80 mini-applications and integrates entertainment options such as gaming, news, and third-party services, positioning My OneApp as a comprehensive digital ecosystem rather than just a utility tool.
Built for Scale and Speed
To support the new platform, Safaricom has significantly upgraded its infrastructure. The system can now handle up to 6,000 transactions per second—up from around 100 previously—ensuring faster, more reliable performance for millions of users.
This upgrade aligns with the company’s broader push into autonomous and self-optimising systems, where networks and services can self-monitor and adjust in real time.
Leadership Perspective
Esther Waititu emphasised the improved user experience, noting that customers can now access all key services in one place for the first time.
Peter Ndegwa framed the launch as part of a deeper strategic shift, stating that the company is evolving beyond a telco into a technology-driven organisation focused on building the infrastructure that will power Kenya’s digital future.
A Strategic Bet on Intelligent Systems
The introduction of My OneApp fits into Safaricom’s wider vision, as highlighted at Decode 4.0, where the company positioned artificial intelligence—particularly agentic AI—as the foundation of the next phase of growth.
Beyond simplifying transactions, the goal is to create smarter digital “rails” that support financial health, enable wealth creation, and improve resilience for users.
At the same time, platforms like Daraja are expected to open up new opportunities for developers and businesses to build on top of Safaricom’s ecosystem.
Looking Ahead
Currently available on Android, with wider rollout expected, My OneApp places Safaricom firmly at the centre of Kenya’s rapidly evolving fintech landscape.
More than just an app merger, the platform represents a shift toward intelligent, autonomous, and personalised services—a future where technology not only responds to users, but actively works for them.
Comments 0
Sign in to join the conversation
Sign In Create AccountNo comments yet. Be the first to share your thoughts!