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M-KOPA Chatbot

  • calendarNov 4, 2026
  • time 1 min

M-KOPA is a leading African FinTech that provides smartphone financing and digital financial services to underserved customers. Customers have different levels of digital familiarity, financial knowledge, income patterns, and smartphone experience. These differences affect how they understand financial products and access information. M-KOPA sought a customer engagement solution that makes financial information accessible, relevant, and easy to understand. 

MSC partnered with M-KOPA to strengthen customer engagement through an artificial intelligence (AI)-powered chatbot that covers smartphone financing, loans, insurance, savings, banking, and financial guidance. We developed a customer-centric content framework based on customer personas and priority customer journeys. This framework aligned chatbot content with customers’ information needs and varying levels of digital and financial familiarity. We also identified opportunities to improve the chatbot’s accuracy, relevance, clarity, and usability, with a focus on accessible and actionable responses. 

The project showed how customer research and behavioral insights can inform AI-enabled tools that improve access to financial information. The initiative helped M-KOPA strengthen responsible and inclusive digital engagement and can benefit its 4.8 million customers in Kenya. The initiative highlights MSC’s expertise in customer-centric design and responsible technology and helps make digital financial services more accessible and responsive to underserved customers. 

This project was commissioned by M-KOPA. 

Explore the M-KOPA chatbot.

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