Safaricom is embroiled in a legal dispute concerning its use of artificial intelligence in customer service and M-PESA decision-making processes. The lawsuit challenges the transparency of the AI system known as Zuri, which has been criticized for functioning as a 'black box'.
The case raises significant questions about accountability and the ethical implications of AI technology in financial services. As the trial unfolds, the outcome could have far-reaching consequences for how Safaricom and similar companies utilize AI in their operations.