How Agentic AI Is Shaping Safaricom’s Future

At the Decode 4.0 summit held at the Sarit Expo Centre in Nairobi from March 31 to April 2, 2026, the company outlined its shift toward agentic AI—a more advanced form of artificial intelligence designed to operate with a high level of autonomy.

What Agentic AI Means

Agentic AI refers to systems capable of independently handling complex, multi-step tasks. Unlike basic automation or chatbots, these systems can analyse situations, make decisions, and execute actions with minimal human involvement, all within defined guidelines.

The goal is to move beyond simple digital tools and create intelligent systems that can manage entire workflows from start to finish.

Why Safaricom Is Investing

Safaricom executives made it clear that the focus is not just on adopting new technology, but on improving customer experience and operational efficiency.

Dilip Pal explained that one of the biggest opportunities lies in simplifying processes that currently require customers to visit physical shops or contact call centres.

By automating these journeys, users can complete tasks on their own, making services faster and more convenient. This, in turn, strengthens customer loyalty and drives business growth.

James Maitai added that the company is looking ahead to a future where AI-powered agents act as personal assistants, helping users manage everyday tasks, while telecom networks increasingly operate through self-regulating, autonomous systems.

Both leaders emphasised that AI should not be limited to specialists but should be widely accessible across the organisation and the broader ecosystem.

Real-World Applications Already Underway

Safaricom is already deploying agentic AI across several areas of its operations. These include predictive maintenance for M-PESA, self-healing network capabilities, personalised product recommendations, and energy optimisation to reduce operational costs.

At the same time, the company is investing in the infrastructure needed to support these systems, including computing capacity, data frameworks, and energy resources.

Decode 4.0: A Platform for Innovation

Beyond internal transformation, Decode 4.0 also served as a platform to engage Kenya’s wider tech ecosystem.

The summit brought together developers, students, policymakers, and innovators under the theme “Made of Kenya Edition,” marking 25 years of Safaricom’s operations.

It focused on connecting participants with tools and knowledge to drive innovation in what organisers described as the “Age of Intelligent Systems.”

Looking Ahead

Safaricom’s message was clear: the future of mobile money and digital services lies in intelligent, autonomous systems designed around the user.

By investing early in agentic AI and opening up opportunities for developers and innovators, the company aims to stay ahead of the curve while making services simpler, faster, and more efficient for millions of Kenyans.

The shift signals not just a technological upgrade, but a broader transformation of Kenya’s digital economy—one where AI becomes the foundation for innovation, productivity, and long-term growth.