KENYA POWER LAUNCHES AI CHATBOT "NURU" AND UPGRADED DIGITAL PLATFORMS TO BOOST CUSTOMER SERVICE

Kenya Power’s Board Director Ruth Muiruri  (Right) and the General Manager for Commercial Services & Sales Eng. Rosemary Oduor (2nd Left) display features of the revamped Digital Customer Service platforms. Looking on are Kenya Power employees and guests.

By: Glad Tv Kenya reporter, 
       Gladys K.

Kenya Power has unveiled a suite of revamped digital service platforms, including a new Artificial Intelligence (AI) chatbot named Nuru, as part of its ongoing efforts to improve customer experience and enhance service delivery for its more than 10 million customers nationwide.

The newly upgraded MyPower App and *USSD 977# have been redesigned to make it easier and faster for customers to access key services such as purchasing tokens, paying bills, lodging complaints, and reporting power outages. The company says the upgrades are aimed at ensuring convenience, efficiency, and better engagement with its customers.

Speaking during the launch, Eng. Rosemary Oduor, Kenya Power’s General Manager for Commercial Services and Sales, said the company’s commitment to customer satisfaction continues to shape its innovation agenda.

“Our customers are the reason we exist. Every decision and investment we make must center around improving their experience,” said Eng. Oduor. “These new tools are a direct response to their feedback and will greatly improve how they interact with us.”

The AI chatbot Nuru will be available on the company’s official website and Facebook page KenyaPowerCare, offering customers a convenient way to ask questions, report incidents such as outages, and chat directly with a customer service representative.

The redesigned MyPower App now features a more modern look and improved usability. It allows users to manage multiple accounts  particularly useful for landlords track their monthly token consumption, and access customer support through a WhatsApp channel. It also provides options for self-reading postpaid meters, viewing planned power interruptions, and retrieving digital receipts.

To ensure inclusivity, Kenya Power has introduced a Kiswahili language option on the *977# USSD code, enabling millions of customers to navigate services in their preferred language. The updated platform also allows users to personalize their accounts with unique names for easier identification.

Kenya Power Board Director Ruth Muiruri said the upgrades reflect the company’s broader goal of improving customer experience and operational efficiency.

“Customer experience is at the heart of everything we do as a Board. We will continue to listen closely to feedback and develop innovative solutions that make it easier for customers to engage with us. A satisfied customer pays on time, helps reduce losses, and contributes to a stronger financial performance,” Ms. Muiruri remarked.

Recent data shows strong adoption of Kenya Power’s self-service platforms. During the financial year ending June 30, 2025, interactions through the MyPower App grew by 22.12% to reach 2.02 million, while the use of the *USSD 977# increased by 13.58% to 1.84 million. This growing preference for digital services has led to a notable drop in contact center calls by about 900,000, from 5.2 million to 4.3 million within the same period.

In addition to its digital advancements, Kenya Power has maintained close physical engagement with customers. Over the past year, the company conducted 839 visits to large and SME customers, 537 meetings with corporate clients, and more than 1,300 community baraza campaigns addressing customer concerns on billing, service delivery, and electrical safety.

The introduction of Nuru and the enhanced digital platforms underscores Kenya Power’s drive toward a more customer-focused and technology-driven future one that aims to make electricity services more accessible, reliable, and responsive for every Kenyan.