Kenya Power has unveiled its revamped digital service platforms aimed at enhancing the experience of its more than 10 million electricity customers.
In a statement, the company also announced the launch of an AI Chatbot dubbed “Nuru”, which will respond to customers’ queries on the company’s website and Facebook page, KenyaPowerCare.
The chatbot will also allow customers to report incidents such as power outages and chat directly with a customer care representative.
“Customers are not just part of our business; they are the very reason we exist. Every decision we make and 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 and incorporating additional features such as the ability to manage multiple accounts (for landlords), monitor monthly token usage, and access 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 interruption notices.
To enhance accessibility across Kenya’s diverse linguistic landscape, the company has added a Kiswahili menu to its USSD code *977#, enabling millions of customers to navigate services at their convenience.
Through the USSD *977#, customers can also access digital receipts for all payments made to the company. The updated USSD platform further allows customers to assign 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 feedback from our customers to develop products and strategies that empower them to engage with us proactively, because we know that 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 its expanding customer base.
Total customer interactions on the MyPower App increased by 22.12% during the financial year ending June 30, 2025, rising to 2.02 million compared to 1.65 million interactions recorded in the previous financial year.
Similarly, customer requests via the company’s USSD code *977# increased by 13.58%, from 1.62 million to 1.84 million during the same period.
The growing uptake of self-service platforms resulted in a reduction in the number of calls to the company’s contact centre by 900,000, dropping from 5.2 million to 4.3 million during the period under review.
Beyond digital engagement, Kenya Power has also undertaken several physical customer outreach initiatives.
In the financial year ended June 30, 2025, the company conducted 839 visits to large-power and SME customers, and 537 engagements with corporate clients—demonstrating its responsiveness to both mass-market and institutional customers.
Additionally, the company held over 1,332 baraza-style campaigns nationwide targeting domestic customers, addressing various issues such as billing and electrical safety.
Source:https://energynewsafrica.com
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