Kenya Power has introduced an Artificial Intelligence (AI) chatbot named ‘Nuru’ to its digital platforms to accelerate customer responses to complaints and queries.
The utility firm has also upgraded its MyPower App, adding new features such as managing multiple accounts for landlords, monitoring monthly token usage, and direct chat support via WhatsApp.
Customers can now use the app to buy tokens, pay electricity bills, self-read postpaid meters, lodge billing complaints, and access information on scheduled power interruptions.
“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,” said Kenya Power General Manager for Commercial Services and Sales, Eng. Rosemary Oduor.
The company reported increased engagement across its self-service platforms in the financial year ending June 30, 2025. Customer interactions on the MyPower App rose by 22.1 percent to 2.02 million, while requests on its USSD code grew by 13.6 percent to 1.84 million during the period.
“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 feedback from our customers to develop products and strategies that empower them to engage with us proactively,” Kenya Power Board Director Ruth Muiruri added.
