Kenya Power's AI Chatbot and App Redesign: Revolutionizing Customer Service for 10 Million Users

Kenya Power's Digital Transformation

Kenya Power has launched revamped self-service platforms as part of its ongoing digital transformation journey aimed at improving customer experience for its more than 10 million customers across the country.

Key Platform Enhancements

The enhanced platforms are designed to make access to services easier, faster, and more convenient, leveraging new technologies to simplify customer interactions.

AI-Powered Chatbot: Nuru by Kenya Power

One of the most significant upgrades is the introduction of "Nuru by Kenya Power", the company's first-ever AI-powered chatbot. This innovative solution provides 24/7 assistance through both the Kenya Power website and Facebook page (KenyaPowerCare), ensuring customers can get help whenever they need it.

Redesigned MyPower App

The MyPower App has been completely redesigned with several new features:

• Multiple account management capabilities
• Token tracking functionality
• Direct WhatsApp chat support

These enhancements enable customers to manage their electricity accounts seamlessly from their mobile devices.

Enhanced USSD Service

Kenya Power has also upgraded its *USSD service (977#) with significant improvements:

• Now available in both English and Kiswahili
• Added digital receipts functionality
• Account naming options to simplify transactions

This upgrade specifically benefits customers who prefer mobile access without requiring smartphone applications.

Official Launch Event

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 brought together several of Kenya Power's large customers to celebrate the company's latest digital milestone.

Strategic Alignment

These digital 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 operational efficiency
• Reduce customer wait times
• Enhance overall convenience for users across Kenya