Kenya Power Launches Innovative Digital Customer Service Platforms and Its First Ai Chatbot
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 (center)from Shrink Pack Limited as one of Kenya Power’s Large Power customers during the launch of Kenya Power’s Digital Customer Service Platforms at Stima Plaza, Nairobi.
Kenya Power has unveiled a suite of new digital service platforms, including its first Artificial Intelligence (AI) chatbot, to enhance the experience of more than 10 million electricity customers across the country.
The launch, held in Nairobi to mark the beginning of the 2025 Customer Service Week, was presided over by Kenya Power Board Director, Ms. Ruth Muiruri, who lauded the company’s continued transformation and commitment to customer-focused service delivery.
Speaking during the event, Ms. Muiruri said the company’s digital transformation reflects its mission to make service delivery efficient, transparent, and people-centered.
“At the very heart of our mandate as a Board of Directors is customer experience. We are listening to feedback from our customers to develop products and strategies that empower them to engage with us proactively. When customers are happy, losses reduce, revenues grow, and our financial position strengthens.” She said.
Ms. Muiruri, who chairs the Governance and Human Resource Committee, commended the customer-facing teams for their dedication, calling them the “heartbeat” of Kenya Power’s service delivery. She said the 2025 Customer Service Week theme, “Mission Possible,” resonates with Kenya Power’s century-long legacy of service and its renewed drive toward innovation.
“This week is for you our contact center agents, technicians, and every staff member who interacts with our customers. Mission Possible is not just a slogan; it’s a call to serve better, anticipate customer needs, and meet them where they are in digital spaces.” Muiruri said.
She emphasized that the launch of new platforms, including the revamped MyPower App, USSD 977#, an official WhatsApp channel, and the AI-powered chatbot Nuru, symbolizes “a new era of freedom and convenience” for customers.
“We are not just launching apps and codes; we are launching freedom. These tools won’t replace the human touch they’ll empower it, allowing our teams to focus on empathy, problem-solving, and building trust.” She emphasized.
Kenya Power’s General Manager for Commercial Services and Sales, Eng. Rosemary Oduor, said the new digital upgrades are designed to simplify customer interactions and make service access faster, simpler, and more reliable.
“Customers are not just part of our business; they are the very reason we exist. Through platforms like the MyPower App, USSD 977#, and our new AI chatbot Nuru, we are making it easier for them to access our services anytime, anywhere.” She said.
Eng. Oduor added that the introduction of Nuru marks a major milestone in Kenya Power’s digital journey, as the chatbot enables customers to report outages, track restoration, and get instant assistance through the company’s website and official Facebook page, KenyaPowerCare.
The redesigned MyPower App now features a modern interface, multi-account management for landlords, token tracking, and direct chat support via WhatsApp. Customers can also buy tokens, pay bills, read postpaid meters, and lodge complaints through the app.
To reach a wider audience, the company has introduced a Kiswahili menu on the USSD 977# platform, enabling more customers to access services conveniently. Customers can also name their accounts for quick reference and access digital receipts for all payments made to the company.
Kenya Power has already recorded strong growth in digital engagement. Customer interactions on the MyPower App rose by 22.12% during the financial year ending June 30, 2025, reaching 2.02 million, while requests via the USSD 977# platform grew by 13.58%.
This increased uptake led to a reduction of nearly 900,000 calls to the company’s contact center, signaling a successful migration to self-service channels.
In addition to digital innovation, Kenya Power conducted 839 visits to large-power and SME clients, 537 engagements with corporate customers, and 1,332 community barazas nationwide in the last financial year, focusing on billing, safety, and service awareness.
Ms. Muiruri concluded by urging employees to celebrate their collective impact, saying their work extends beyond powering homes to saving lives and driving national growth.
“What we do is not just about electricity; it’s about saving lives and uplifting Kenya as a nation. Let us celebrate ourselves for the difference we make every day and continue to move forward together.” She said.
The event marked the official start of the 2025 Customer Service Week, during which Kenya Power will celebrate its staff and engage customers nationwide through various digital and physical outreach activities.
