Safaricom is transforming itself from a telecom company into a leader in Africa’s digital economy with a bold $500 million strategy. By 2026, its focus is on three areas:
- AI Integration: Safaricom is using AI for customer service, fraud prevention, and network optimization. Tools like its Zuri chatbot and partnerships with AWS and Huawei are driving efficiency and security.
- M-Pesa Expansion: With over 35 million active users, M-Pesa is now a full financial ecosystem. Recent upgrades increased transaction capacity, and new features like Ziidi Trader enable users to invest in stocks and bonds.
- Startup Support: Through programs like Spark Accelerator, Safaricom is helping Kenyan startups grow by providing funding, tools like Daraja 3.0 APIs, and access to its vast user base.
This strategy aligns with Africa’s growing digital economy, projected to reach $712 billion by 2050, and positions Safaricom as a key player in driving financial access and innovation across the region.
Safaricom 2026 Strategy: AI, M-Pesa Growth & Innovation Impact by Numbers
AI, M-PESA 2.0 & Data Centres: Inside Safaricom’s Next Tech Growth Phase
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AI Integration in Safaricom’s Services
Safaricom is weaving artificial intelligence into its operations, reshaping customer service and network management. With a $500 million investment in AI infrastructure, the results are already visible – from chatbots that resolve issues swiftly to fraud detection systems that protect users. Let’s dive into how AI is boosting customer support, improving network performance, and fostering key partnerships.
AI-Powered Customer Support
Safaricom’s Zuri chatbot, built on AWS’s Generative AI platform, is available 24/7 to handle customer inquiries. This reduces wait times and eases the burden on physical service centers. Zuri ensures that many issues are resolved on the first contact, making support faster and more efficient.
In August 2025, Safaricom teamed up with Huawei’s CBS Billing team to launch ‘Idea-to-Cash.’ This tool uses natural language processing to transform customer needs into ready-to-go financial products in minutes. By analyzing user behavior and market trends, it can deliver highly customized offers.
“By integrating AI-driven capabilities into our core business systems, we are not only enhancing operational efficiency but also enabling faster, more agile product launches.”
– James Maitai, Chief Technology Information Officer, Safaricom
AI for Network Optimization and Data Analytics
Safaricom’s Fintech 2.0 platform incorporates AI for real-time monitoring and self-healing. This aligns with its 2026 vision of operational excellence. The platform can detect and fix technical issues before they affect users, ensuring M-Pesa processes 6,000 transactions per second and scales up to 12,000 during peak times.
Fraud detection is another area where AI shines. In collaboration with AWS, Safaricom developed a system using graph neural networks, achieving an 89% F1 score in identifying social engineering attacks. This system scans millions of transactions to detect suspicious activity, helping to protect users against fraud.
“We have seen a huge reduction in fraud incidents thanks to AI … it’s helping us detect identity theft, prevent social engineering and deliver worry-free digital services.”
– Peter Ndegwa, CEO, Safaricom
AI Partnerships and Investments
In June 2025, Safaricom expanded its partnership with Amazon Web Services, adopting tools like Amazon Bedrock and SageMaker to enhance its machine learning capabilities. Earlier, in May 2025, a collaboration with iXAfrica Data Centres led to the creation of East Africa’s first AI-ready data center at the NBOX1 Nairobi Campus. With a 22.5 MW design capacity, this facility supports the heavy computing demands of AI workloads while ensuring data is processed locally, reducing latency and maintaining data sovereignty.
| AI Application | Primary Benefit | Technology Partner |
|---|---|---|
| Zuri Chatbot | Reduced wait times; first-contact resolution | AWS Generative AI |
| Idea-to-Cash | Product launch in minutes versus weeks | Huawei NLP |
| Fraud Detection | 89% accuracy in identifying social engineering attacks | AWS Graph Neural Networks |
| Fintech 2.0 Core | 6,000 transactions per second (scalable to 12,000); self-healing | Cloud-native AI |
M-Pesa Expansion and Financial Inclusion
How M-Pesa Has Evolved
M-Pesa has grown from being a simple mobile money transfer service to a full-fledged financial ecosystem. Today, it supports over 35 million active users every month and handles an impressive 100 million transactions daily. This evolution has played a major role in boosting financial inclusion in Kenya, which jumped from 26% in 2006 to an outstanding 84.8% by 2024.
A key milestone in this journey was the Fintech 2.0 upgrade, which transitioned M-Pesa to a cloud-native platform. This upgrade significantly enhanced its performance, increasing transaction capacity from 4,500 to 6,000 transactions per second, with the ability to scale up to 12,000 during peak times, all while maintaining 99.999% uptime reliability.
New M-Pesa Features and Services in 2026
Building on its enhanced technical capabilities, Safaricom introduced several new features in 2026 aimed at deepening financial inclusion and creating more opportunities for its users.
One standout innovation is Ziidi Trader, launched in February 2026 in collaboration with the Nairobi Securities Exchange (NSE) and Kestrel Capital. This platform allows M-Pesa users to invest in shares and corporate bonds directly from their phones, with the flexibility to start with just one share. By using a pooled fund model, it eliminates the need for individual CDS accounts, making investing more accessible. Safaricom CEO Peter Ndegwa and President William Ruto officiated the launch.
“Ziidi Trader is a powerful step in democratizing wealth for our customers. For 18 years, M-PESA has transformed how Kenyans live, work and do business. Today… we are extending that impact to how our customers build and grow their wealth.”
– Peter Ndegwa, CEO, Safaricom PLC
In addition to Ziidi Trader, several other features were introduced in 2026, including:
- Tap and Pay: A contactless payment solution for faster transactions.
- Split a Bill: A convenient way to divide payments among groups.
- Shared Wallet: Designed for couples to manage shared finances.
- M-RATIBA: Enables automated recurring payments for bills and subscriptions.
Developers also gained new tools with the launch of Daraja 3.0 in November 2025. This API platform provides cloud-native tools and AI-powered support, helping developers create services for the M-Pesa Super App.
These additions not only enhance functionality but also open up new economic possibilities for users across different demographics.
How M-Pesa Creates Economic Opportunities
M-Pesa has become a lifeline for small businesses and underserved communities by providing accessible digital payment solutions. For example, the Partner App now offers automated merchant onboarding, increasing the success rate from 6% to 94%, which allows businesses in remote areas to start accepting digital payments almost instantly. Similarly, the M-Pesa Business App has seen rapid growth, with active users jumping from 142,000 to 301,000 in just one year.
The opportunities don’t stop there:
- Ziidi Money Market Fund (MMF): With a low entry point of just KSh 100 (about $0.77), users can earn daily interest without withdrawal fees, making it an attractive savings option for low-income earners.
- Fuliza Biashara: Over 1 million customers now benefit from overdraft facilities, providing essential working capital for small businesses.
- Safaricom Grow Caravans: These caravans extend the agent network into underserved regions, ensuring that cash-in and cash-out services are accessible to more people.
Here’s a quick overview of how M-Pesa’s features are creating economic opportunities:
| Feature | Economic Opportunity | Target Users |
|---|---|---|
| Ziidi Trader | Access to stock market and corporate bonds | Retail investors |
| Fuliza Biashara | Working capital and overdraft facilities | SMEs and merchants |
| Ziidi MMF | Savings with daily interest starting at KSh 100 | Low-income earners |
| M-RATIBA | Automated recurring payments | Individuals and businesses |
| Daraja 3.0 | API tools for payment system integration | Developers and tech startups |
Through these advancements, M-Pesa continues to empower its users, bridging gaps in financial services and driving economic growth in both urban and rural areas.
Supporting Kenya’s Startup Ecosystem
Startup Incubation and Accelerator Programs
Safaricom’s Spark Accelerator Program is a game-changer for early-stage tech startups. Developed alongside M-PESA Africa, Sumitomo Corporation, and iHub, the program provides three key advantages: access to Safaricom’s massive customer base of over 30 million, cutting-edge technology resources like M-PESA Open APIs and up to $25,000 in AWS credits, and connections to capital.
The program operates on two tracks: mentorship through iHub and direct technical integration with Safaricom and M-PESA teams. This dual approach helps startups quickly enter the market while preparing them for investor opportunities. The second cohort, launched in September 2025, selected 10 startups from over 200 applicants. The focus areas included Embedded Finance, Future Fintech (like AI/ML and Blockchain), SME Productivity Tools, and the Creative Economy. After an intensive three-month program and an Investor Demo Day in February 2026, startups receive ongoing support for nine to twelve months.
Some standout success stories include HealthX Africa, which expanded its subscriber base by 40% within six months through integration with M-PESA consumer mini-apps. Chumz, leveraging gamification and Safaricom’s ecosystem, grew its user base to over 300,000 and expanded into Rwanda by February 2026. Twiva, another participant, onboarded more than 11,000 influencers by collaborating with Safaricom’s Hook platform.
“Our goal is simple yet powerful: to empower startups with the access they need to succeed. We are taking an ecosystem-based approach to provide a platform for bold and visionary founders to grow and scale their businesses.”
– Dr. Peter Ndegwa, CEO, Safaricom
This accelerator model not only helps startups thrive but also strengthens Safaricom’s broader ecosystem partnerships.
Partnerships with Ecosystem Players
Safaricom’s strategy revolves around building partnerships that combine technology, market access, and expertise. The Spark Accelerator itself demonstrates this by bringing together Sumitomo Corporation’s global business knowledge, iHub’s Pan-African innovation network, and AWS’s cloud infrastructure. As the implementing partner, iHub provides a structured program with expert-led workshops and mentorship from seasoned entrepreneurs.
Outside of the accelerator, Safaricom has collaborated with the Nairobi Securities Exchange (NSE) to launch Ziidi Trader in February 2026. This initiative allows M-PESA users to buy shares with as little as one share, opening up Kenya’s capital markets to millions. Another major development is the Daraja 3.0 API platform, introduced in November 2025. This platform has connected over 100,000 developers who have created more than 60,000 integrations using M-PESA’s cloud-native architecture.
“Corporate accelerators play a vital role by bringing the resources, infrastructure, and market access of established companies into direct partnership with startups. This approach strengthens the capacity of ventures to scale.”
– Ojoma Ochai, Managing Director, iHub and Co-creation Hub
These collaborations, paired with Safaricom’s digital tools, are paving the way for a thriving startup ecosystem.
Digital Tools for Entrepreneurs
Safaricom provides startups with digital tools designed to lower barriers and accelerate growth. For instance, Daraja 3.0 offers AI-powered payment integration, making it easier and faster for startups to deploy secure financial services.
The M-PESA Ratiba feature, launched in September 2024, helps businesses automate recurring payments for bills and subscriptions. This tool ensures small business owners avoid missed deadlines and late fees. For wealth-building, the Ziidi Money Market Fund has been a hit, attracting 450,000 opt-ins and KES 2.85 billion (around $22 million) in assets within its first month. It offers daily interest with free deposits and withdrawals, making it a practical tool for entrepreneurs.
Startups in the Spark Accelerator also gain access to SME productivity tools, including e-commerce solutions, intelligent supply chain management, inventory tracking, and AI-driven business automation for tax compliance. On top of that, technical advisory support helps startups integrate seamlessly with M-PESA’s infrastructure.
These tools are a critical part of Safaricom’s mission to build a robust digital economy, promoting both innovation and access for entrepreneurs.
Conclusion
Safaricom’s 2026 strategy highlights its transformation from a telecom provider into a powerhouse for digital financial services in Africa. With the transition of M-PESA to a cloud-native, AI-powered Fintech 2.0 platform in September 2025, the company boosted its transaction capacity, now serving over 60 million customers in Kenya and Ethiopia.
The introduction of Ziidi Trader in February 2026 marks a major shift for M-PESA, moving beyond simple payments to enable wealth creation. This platform allows Kenyans to invest with as little as the cost of a single share. Together with the Daraja 3.0 API platform, which lets entrepreneurs create services directly within the M-PESA ecosystem, these developments are paving the way for increased financial access and entrepreneurial opportunities.
“Our ambition is to build Africa’s leading purpose-led digital financial ecosystem, one that seamlessly brings together payments, savings, credit, investments, government services, developers, and partners under a single, trusted platform.”
– Dilip Pal, Chief Financial Officer, Safaricom
Safaricom’s strategic expansion into Ethiopia, where it has already gained 11 million customers, further underscores its vision for a scalable digital economy. By integrating AI-driven security measures, expanding financial services, and offering targeted support for startups, the company is setting the stage for a digital economy that transcends borders.
Through cutting-edge technology, strategic alliances, and developer-friendly platforms, Safaricom is driving forward innovation, financial access, and entrepreneurship across Africa’s rapidly changing digital landscape.
FAQs
How will Safaricom’s AI change my day-to-day M-Pesa experience?
Safaricom is bringing AI into M-Pesa to make it faster, safer, and easier to use. With AI, transactions will be processed more quickly and securely, cutting down wait times while boosting reliability. Fraud detection will also get a major upgrade, adding an extra layer of security to your transactions. On top of that, features like personalized assistance and smarter transaction suggestions will make managing your finances smoother and more intuitive, offering a tailored experience that fits seamlessly into your daily routine.
What do Ziidi Trader and the Ziidi MMF mean for first-time investors?
Ziidi Trader and the Ziidi MMF provide an accessible way for first-time investors in Kenya to tap into the capital markets directly through their M-PESA wallets. By removing the need for individual CDS accounts, they simplify the investment process, reduce associated costs, and help make financial opportunities more inclusive. This approach creates a pathway for retail investors who may have been left out of traditional investment systems.
How can startups use Daraja 3.0 and the Spark Accelerator to scale faster?
Startups can leverage Daraja 3.0 to develop secure and scalable financial solutions. With its improved API performance, capable of handling up to 12,000 transactions per second, it ensures smooth M-Pesa integration, opening doors for seamless operations and fresh ideas in the financial space.
Meanwhile, the Spark Accelerator provides startups with mentorship, funding opportunities, and access to Safaricom’s extensive network. These resources empower businesses to grow and scale effectively.
Together, these tools form a strong foundation for startups, enabling them to thrive both in Kenya and beyond.
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