NAIROBI, Kenya — Safaricom has unveiled a new all-in-one digital platform, My OneApp, in a move set to reshape how millions of customers access mobile, financial, and lifestyle services across Kenya.
The app consolidates services previously spread across the MySafaricom app and the M-PESA Super App into a single interface, allowing users to buy airtime, purchase data bundles, send money, pay bills, and access investment tools without switching between platforms.
The rollout marks a significant step in Safaricom’s broader digital transformation strategy, aimed at simplifying customer journeys while deepening engagement through artificial intelligence and personalised services.
For users, the shift is expected to reduce friction in everyday transactions. Features such as “favourites” allow customers to quickly access frequently used contacts and merchants, eliminating the need to repeatedly enter paybill numbers or phone details.
A standout innovation is AI Pay, which enables users to scan receipts, automatically extracting payment details such as paybill numbers and amounts, before prompting the appropriate transaction action—whether sending money or paying a bill.
The app also introduces an upgraded version of Zuri, Safaricom’s chatbot, now designed to function as a more conversational and intelligent assistant. Unlike earlier versions, the new system allows users to type requests freely without navigating structured menus.
“The Zuri that we have introduced now in My OneApp is an agentic Zuri… you can type in anything, and it will give you an answer,” said Gichangi, a Safaricom official involved in the project.
Beyond convenience, Safaricom is betting on hyper-personalisation as the future of digital services. The app uses artificial intelligence to learn user behaviour over time, tailoring recommendations, services, and offers based on habits, location, and usage patterns.
For instance, customers may receive bundle suggestions when data is running low or see quick access to frequently used merchants directly on their home screens. The platform also allows users to customise dashboards and control the data they share, balancing personalisation with privacy.
According to Gakenia Gathura, Growth Manager for the M-PESA Super App, the goal is to anticipate customer needs before they arise.
“It’s about being ahead of our customers and knowing what they want,” she said.
The development of My OneApp was underpinned by Safaricom’s Fintech 2.0 platform, which enhances transaction speed, scalability, and system resilience. The company says more than 800 developers contributed to building the app, delivering it in under six months.
During its beta phase, the app was tested by approximately 150,000 users. Safaricom now plans to transition its existing base of around 9 million users from the legacy apps onto the new platform.
Looking ahead, Safaricom is positioning My OneApp as a gateway to a broader digital ecosystem. Through integrated “mini apps,” third-party businesses can offer services within the platform without requiring standalone applications.
The company is also introducing tap-to-pay functionality using Near-Field Communication (NFC), enabling users to complete transactions by tapping their phones at supported merchant points. Security measures, including PIN verification triggers for unusual activity, have been built into the system.
Executives say the long-term vision is even more ambitious, with plans to enable voice-activated transactions such as sending money or ordering groceries through simple spoken commands.
