Kenya Power Enhances Services with AI, New Platforms
Kenya Power’s Board Director Ruth Muiruri (left) and the General Manager for Commercial Services & Sales Eng Rosemary Oduor (right) present a gift to Mr Deeyn Shah from Shrink Pack Limited, one of Kenya Power’s Large Power customers, during the launch of Kenya Power’s Digital Customer Service Platforms at Stima Plaza, Nairobi. Photo/KPLC
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Kenya Power has launched revamped digital service platforms and introduced its first Artificial Intelligence chatbot to enhance service delivery to more than 10 million electricity customers across the country.
At the heart of the upgrade is “Nuru”, an artificial intelligence chatbot designed to offer 24/7 support through Kenya Power’s website and Facebook page, KenyaPowerCare.
Speaking during the launch, Kenya Power’s General Manager for Commercial Services and Sales Eng Rosemary Oduor said the new tools are designed to make customer interactions faster, easier, and more efficient by incorporating feedback from users.
“Customers are not just part of our business; they are the very reason we exist. Every decision we make, every investment we undertake, must revolve around making our customers’ lives easier, more predictable, and more enjoyable,” she said.
The company unveiled an upgraded MyPower App, an enhanced USSD *977# service, and a chatbot-Nuru that will handle customer queries through the company’s website and Facebook page KenyaPowerCare. The chatbot will also allow users to report power outages and chat directly with customer care representatives.
The redesigned MyPower App features a modern interface with additional functions, including managing multiple accounts for landlords, monitoring token usage, accessing WhatsApp chat support, buying tokens, paying bills, lodging complaints, and viewing scheduled power interruptions.
To improve accessibility, the company has added a Kiswahili menu to the USSD *977# platform to make navigation easier for millions of users. Customers can now retrieve digital receipts and assign unique names to their accounts for easy reference.
Kenya Power Board Director Ruth Muiruri highlighted that customer experience remains central to the company’s strategy as it embraces innovation to strengthen engagement and revenue collection.
“We are keenly listening to the feedback from our customers to develop products and strategies that empower them to engage with us proactively because we know when customers are happy, they pay willingly, losses reduce, revenues grow, and our financial position strengthens,” she said.
In the last financial year, interactions on the MyPower App rose by 22.12 percent to 2.02 million, while USSD usage grew by 13.58 percent to 1.84 million, leading to a reduction of 900,000 calls to the contact centre.
Beyond digital solutions, Kenya Power conducted 839 visits to large-power and SME customers, 537 corporate engagements, and 1,332 baraza-style campaigns across the country, underscoring its focus on both digital and physical customer engagement.