A Nairobi resident has filed a case at the High Court of Kenya accusing Safaricom PLC of over-relying on artificial intelligence at the expense of human customer support.
Petition Filed Over AI Systems
The petitioner, Victor Odhiambo, argues that the telecom giant’s increasing use of AI—particularly its chatbot Zuri—has made it difficult for customers to access human assistance.
He claims that users are often routed through automated systems even in urgent cases such as fraud, mistaken transactions, and compromised accounts.
Concerns Over Accessibility
According to court documents, the petition alleges there is no clear or guaranteed pathway for customers to escalate issues to human agents, leaving many stranded within automated processes.
The suit states that these systems now play a major role in services linked to M-PESA, including transaction processing and fraud detection.
Transparency and Accountability Issues
Odhiambo contends that AI-driven decisions—such as account restrictions or transaction reversals—are often made without adequate explanation, limiting users’ ability to challenge outcomes.
He also raises concerns about privacy, alleging extensive data collection and profiling without sufficient safeguards.
Regulatory Oversight Questioned
The petition further faults regulators, including the Communications Authority of Kenya and Competition Authority of Kenya, for what it describes as inadequate oversight as AI adoption expands in essential services.
What the Case Seeks
The petitioner is seeking court declarations that Safaricom’s AI systems violate constitutional rights, along with orders compelling the company to:
- Ensure transparency in automated decision-making
- Provide guaranteed access to human review
- Strengthen consumer protection mechanisms
Case Status
The matter is currently pending directions at the High Court, with potential implications for how AI is deployed in Kenya’s telecommunications and financial services sectors.
