Kenya Power Introduces AI Chatbot and Redesigned App to Improve Customer Service

Kenya Power  has launched its revamped self-service platforms, marking a significant milestone in the company’s ongoing digital transformation journey aimed at improving customer experience for its more than 10 million customers across the country.

The enhanced platforms are designed to make access to services easier, faster, and more convenient, leveraging new technologies to simplify customer interactions. Key upgrades include the introduction of “Nuru by Kenya Power”, the company’s first-ever AI-powered chatbot, which provides 24/7 assistance through the Kenya Power website and Facebook page (KenyaPowerCare).

In addition, the MyPower App has been completely redesigned with new features such as multiple account management, token tracking, and direct WhatsApp chat support, enabling customers to manage their electricity accounts seamlessly from their mobile devices.

Kenya Power has also enhanced its USSD service (*977#), now available in both English and Kiswahili, with added functionalities such as digital receipts and account naming options to simplify transactions for customers who prefer mobile access.

The official launch event was graced by Kenya Power Board Director, Ruth Muiruri, as the Guest of Honour, alongside Eng. Rosemary Oduor, General Manager for Commercial Services and Sales. The ceremony also brought together several of Kenya Power’s large customers to celebrate the company’s latest digital milestone.

The upgrades align with Kenya Power’s broader strategy to strengthen customer-centric innovation and expand access to digital services. By integrating AI and mobile solutions into its customer service ecosystem, the utility company aims to improve efficiency, reduce wait times, and enhance convenience for users across the country.