Safaricom Introduces ‘Jitambulishe’ Voice Biometric System to Curb Fraud

Safaricom has enabled voice authentication for its customers through  a dynamic voice biometrics system that will enable them to access services through a quicker and less intrusive vetting process.

The Voice Biometrics system known as Jitambulishe allows customers to use their voices for authentication before accessing assisted services such as resetting M-PESA PIN, and PUK requests, significantly cutting down the steps a customer goes through before they are assisted.

The use of a unique voiceprint for enrolled customers will further reduce fraud and identity theft. Voice recordings are not stored – which means Safaricom’s usual strict protection of customer data is upheld.

“We are redesigning our customer care approach to remain in line with shifting trends in the market and to take advantage of emerging technologies. The introduction of Voice Biometrics will be a major step towards reducing fraud and identity theft, providing us with ways to serve our customers even better.” said Joseph Ogutu, Director – Strategy, Safaricom.

“Our contact centre agents spend a greater portion of their call time verifying customers over phone. The introduction of this service will ensure that customers get faster and more accurate services. We anticipate that the number of fraud incidents shall also reduce as a result,” said Ogutu.

Safaricom call centres receive over 300,000 calls a day.