Kenya Power has unveiled a suite of revamped digital platforms, including its first-ever artificial intelligence (AI) chatbot, in a move aimed at improving service delivery and enhancing customer experience for its more than 10 million electricity users.
The company announced the upgrades on Monday and also introduced the new-look MyPower App, an updated *USSD 977# service, as well as Nuru, an AI chatbot designed to handle customer queries in real time.
Nuru will be available on Kenya Power’s website and Facebook page, KenyaPowerCare.
The chatbot will allow users to report power outages, engage with customer care agents, and access information about their accounts quickly and conveniently.
“Customers are not just part of our business; they are the very reason we exist,” said Eng. Rosemary Oduor, Kenya Power’s General Manager for Commercial Services and Sales.
“Through research and customer feedback, we are launching these innovative products to enhance our customers’ interactions with us.”
The upgraded MyPower App features a modern interface with new tools for landlords and households.
Customers can now manage multiple accounts, monitor monthly token usage, and access customer support directly via WhatsApp.
The app also enables users to buy tokens, pay bills, self-read postpaid meters, lodge billing complaints, and view scheduled power interruptions.
To better serve customers across Kenya’s diverse linguistic landscape, Kenya Power has introduced a Kiswahili menu to its USSD *977# platform.
The service now allows users to access digital payment receipts and assign unique names to their accounts for easier reference.
“At the very heart of our mandate as a Board of Directors is customer experience. We are listening to feedback to develop products that empower customers to engage with us proactively. When customers are happy, they pay willingly, losses reduce, revenues grow, and our financial position strengthens,” said Board Director Ruth Muiruri.
Kenya Power reported increased usage of its self-service platforms in the last financial year.
Customer interactions on the MyPower App rose by 22.12% to 2.02 million, while requests via USSD *977# grew by 13.58% to 1.84 million.
This digital uptake helped reduce calls to the contact centre by 900,000, dropping from 5.2 million to 4.3 million.