Up to 80 per cent of calls handled by the AI voice agent are now resolved without being transferred to a human representative. Mogo Kenya Head of Product Valerie Kenyanito poses with Mogo customer Daniel Ngumi. Mogo has introduced artificial intelligence (AI)-powered customer support tools to expedite the resolution of routine enquiries, ease pressure on its call centre and improve access to assistance for customers/ HANDOUT MOGO, East Africa’s leading motorcycle and smartphone financier, has introduced artificial intelligence (AI)-powered customer support tools to speed up the handling of routine enquiries, ease pressure on its call centre and improve access to assistance for customers.
This includes boda boda riders who depend on motorcycles for their livelihoods. Mogo has introduced an automated phone menu and an AI-powered voice agent that responds to routine customer queries in English and Swahili. The tools are designed to help customers obtain information and resolve common issues more quickly, while allowing customer care staff to focus on cases requiring human intervention.
This move has reduced the number of calls reaching its customer service queue from 70,000–80,000 to fewer than 60,000 even though the customer count increased by 100,000 Up to 80 per cent of calls handled by the AI voice agent are now resolved without being transferred to a human representative.
Meanwhile, about 1,000 customers use the automated phone menu daily to retrieve PINs needed to unlock their phones. “As a FinTech company, innovation is essential to how we serve our customers. People need a reliable partner that can respond quickly, particularly when they need help with a payment or access to their accounts.
AI is helping us make our processes more efficient and give customers faster access to the information they need,” said Becky Ngigi, Head of Public Relations at Mogo. The adoption of AI comes as financial services providers explore ways to automate routine processes, improve customer experience and strengthen risk management.
The Central Bank of Kenya’s 2025 Survey on Artificial Intelligence in the Banking Sector found that half of the financial institutions surveyed had adopted AI.