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

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.

Among institutions using the technology, the leading applications were credit risk assessment (65 per cent), cybersecurity (54 per cent) and customer service (43 per cent).

The survey covered commercial banks, a mortgage finance institution, microfinance banks, credit reference bureaus and digital credit providers, highlighting the growing use of AI across Kenya’s financial services sector.

“At Mogo, the technology is primarily being used to make customer support more accessible and reduce the time spent resolving routine enquiries. The voice agent can collect basic account information and assist with common requests, while referring more complex or sensitive matters to human representatives,” added Ngigi.

For instance, when a customer reports a missing M-Pesa payment, the system can collect the transaction reference and forward the case to a customer care representative alongside a summary of the information provided.

This reduces the need for customers to repeat details when they are transferred to an agent. Customers can request human assistance at any stage of the process.

The company has also established data protection measures and data-sharing agreements with its service providers.

Its AI agents and models are not trained on customer data.

Asset financing enables boda boda operators to acquire motorcycles that provide a source of income while supporting Kenya’s economy through job creation, transport services and the movement of people and goods.

Timely access to customer support and payment information helps riders resolve issues quickly and keep their businesses running.

The company plans to expand its use of automation and is exploring pilot customer care spaces at smaller branches.

The company also provides financial education and guidance on loan restructuring for customers who need support managing repayments.

Mogo Kenya is a leading asset financing company expanding access to quality, affordable and flexible credit for motorcycles, cars and other income-generating transport solutions.

The company enables individuals and small businesses to own productive assets, supporting thousands of Kenyans to build sustainable livelihoods through transparent, customer-focused financing.

The company is part of Eleving Group, a global FinTech operating in 17 countries across three continents.

Backed by this international network, Mogo Kenya has built a strong nationwide presence with more than 90 branches, over 1,700 employees and partnerships with more than 2,200 dealers.

The business has also diversified into smartphone financing and check-off loans, broadening access to essential digital tools and structured credit solutions.