- Kenya Power Unveils Revamped Digital Customer Engagement Platforms and its First AI ChatBox
Kenya Power has launched its revamped digital service platforms to enhance the experience of more than 10 million electricity
customers.
Alongside the revamped MyPower App and USSD *977#, the Company has also unveiled an AI Chatbot dubbed Nuru that will respond to customers’ queries on the Company’s website and Facebook Page KenyaPowerCare, as well as allow them to report incidences such as power outages, and chat with a customer care representative.
“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.
I am happy that through research and customer feedback, we are launching these innovative products today which will play a vital role in enhancing their interactions with us,” said Kenya Power’s General Manager for Commercial Services and Sales, Eng. Rosemary Oduor.
The Company’s MyPower App has been redesigned with a modern interface, making it more user-friendly with additional features such as managing multiple accounts (for landlords), monitoring monthly token use, as well as a direct chat support via the WhatsApp Channel.
Additionally, the revamped App allows customers to purchase tokens, pay their electricity bills, self-read their postpaid meters, lodge billing complaints and access scheduled power interruptions.
To enhance accessibility across Kenya’s diverse linguistic landscape, the Company has added a Kiswahili menu to its USSD *977# to enable millions of customers to navigate the services at their convenience.
Through the USSD *977#, customers can also access their digital receipts for all payments to the Company.
The revamped USSD also allows customers to give unique names to their accounts for easy reference. “At the very heart of our mandate as a Board of Directors is customer experience.
We are not stopping here.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,” said Kenya Power Board Director Ruth Muiruri.
In the last financial year, the Company recorded growth in the number of customer requests on its self-service platforms, in tandem with a growing customer base.
The total customer interactions on MyPower App increased by 22.12% during the financial year ended 30th June 2025 to 2.02 million compared to 1.65 million interactions on the same platform that were recorded during the previous financial year.
Similarly, customer requests on the Company’s USSD Code *977# increased by 13.58% from 1.62 million to 1.84 million during the period under review.
The growing uptake of the self-service platforms resulted in a reduction in the number of calls to the Company’s contact centre by 900,000, from 5.2 million to 4.3 million during the period.
Apart from digital customer engagements, Kenya Power has also been undertaking other physical customer engagements. In the financial year ended June 30th, 2025, the Company conducted 839 visits to Large-Power and SME customers, and 537 engagements with corporate customers, highlighting its responsiveness to both massmarket and institutional clients.
The Company also conducted over 1,332 baraza-style campaigns nationwide targeting domestic customers where various aspects such as billing and electrical safety were handled.
