Safaricom is facing legal action over its use of AI systems in customer service operations and M-PESA transaction decisions, with plaintiffs challenging the opacity of algorithmic decision-making that lacks transparency or explainability to affected customers. The lawsuit highlights growing regulatory and legal scrutiny around deploying AI in financial services without adequate disclosure or accountability mechanisms, signalling that support teams and CX leaders must now document AI usage, ensure algorithmic transparency, and establish clear customer communication protocols when automating service decisions.
Safaricom sued over AI use in customer service and M-PESA decisions Daily Nation
Safaricom Faces Legal Battle Over AI "Black Box" in M-PESA Decisions streamlinefeed.co.ke