Visually-impaired Persons Ride High on M-pesa’s Interactive Voice Response

By David Indeje / December 4, 2017

Visually-impaired Persons Ride High on M-pesa’s Interactive Voice Response

In line with the theme for this year’s International Day of Persons with Disabilities to create a more sustainable and resilient society for all, there is good news for the visually-impaired.

Safaricom (NSE: SCOM) has launched an M-PESA service for visually impaired customers.

The technology will help the over 1.3 million Kenyans with visual impairment to  access the mobile money services by dialing 234, then selecting the “M-PESA Services” option, followed by the “M-PESA Balance” option. This will then allow customers to enter their PIN and have their balances read out to them.

“Tremendous gains lie in being able to enhance the ability to integrate of persons with disabilities into every aspect of political, social, economic and cultural life. Our vision at Safaricom is to Transform Lives, and we hope that this latest innovation will enable more visually impaired customers on our network to have control over their M-PESA accounts,” said Joseph Ogutu, Director – Strategy, Safaricom.


Ogutu said the IVR has undergone trials and pilots in the last eight months with a sample size of the target market and they are constantly upgrading the service.

The platform will initially allow customers to query their M-PESA balances, with additional M-PESA services gradually being introduced in coming months.

Previously, visually impaired customers transacting on the service have had to depend on the assistance of other persons to make transactions. This has exposed them to the risk of being defrauded in the process, and also meant that they sometimes to have reveal their M-PESA PINs to other people.

By accessing M-PESA through an Interactive Voice Response platform, customers can now ascertain their M-PESA balances before and after making transactions.

“When I have a basic feature phone, withdrawing or sending money has been quite an issue. I try to work with trust. We are excited by this innovation, which has been long overdue. It gives us independence and now we go ahead and transact without revealing our PIN,” said Jonah Simba, IT Program Officer, Kenya Union of the Blind.

The service has been made possible through Safaricom’s investment in a voice biometric platform. The new platform will allow the firm to innovate around a number of its services by enabling customers to voice–interact with a number of services. 

About David Indeje

David Indeje is a writer and editor, with interests on how technology is changing journalism, government, Health, and Gender Development stories are his passion. Follow on Twitter @David_Indeje David can be reached on: (020) 528 0222 / Email: [email protected]

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