Kenya Power has taken a major step toward digital transformation and enhanced customer experience with the introduction of its Artificial Intelligence (AI) chatbot, ‘Nuru’. The new solution, now integrated across its digital platforms, is designed to accelerate customer response times, streamline communication, and offer real-time assistance for complaints and service inquiries. The move underscores Kenya Power’s ongoing commitment to harnessing innovation to better serve millions of customers nationwide.
Alongside the launch of ‘Nuru’, Kenya Power has unveiled an upgraded version of its MyPower App. The new version includes enhanced features such as the ability for landlords to manage multiple accounts, monitor monthly token usage, and directly engage with customer service through WhatsApp chat support. These improvements reflect the company’s push to simplify energy management and make digital interaction more seamless for users.
Through the MyPower App, customers can now perform key functions such as purchasing tokens, paying electricity bills, self-reading postpaid meters, lodging billing complaints, and receiving timely updates on scheduled power interruptions. This holistic approach aims to reduce dependency on in-person service centres while promoting convenience, transparency, and empowerment for users across the country.
Kenya Power General Manager for Commercial Services and Sales, Eng. Rosemary Oduor, emphasized that the company’s customer-first approach remains at the centre of every decision and investment. She noted that Kenya Power’s goal is to make customers’ lives easier, more predictable, and more enjoyable through consistent innovation and service efficiency. The company’s recent report shows a surge in digital engagement, with interactions on the MyPower App increasing by 22.1% to 2.02 million, and USSD requests growing by 13.6% to 1.84 million in the 2024/2025 financial year.
Kenya Power Board Director Ruth Muiruri highlighted that customer experience remains a central pillar of the utility’s operations, reaffirming that the company is listening closely to feedback and continuously developing solutions that align with customer needs. With the integration of AI and digital platforms like ‘Nuru’, Kenya Power is setting a new benchmark for customer-centric innovation in Kenya’s utility sector, paving the way for smarter, faster, and more responsive service delivery.
