Kenya Power Rolls Out New Digital Platforms and AI Chatbot to Improve Customer Experience
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 from Shrink Pack Limited. Mr Shah represented his Company during the launch of Kenya Power’s Digital Customer Service Platforms at Stima Plaza, Nairobi. Shrink Pack Limited is one of Kenya Power’s Large Power customers.
Nairobi, October 6, 2025— Kenya Power has taken another step into the digital age with the launch of upgraded online platforms and its first-ever AI chatbot, aimed at making life easier for millions of electricity customers across the country.
The company has refreshed its My power App and USSD service (*977#), and introduced an AI assistant named Nuru, which will help customers with inquiries on the Kenya Power website and Facebook page, KenyaPowerCare Through Nuru, users can report outages, check bills, and even chat with a customer care agent in real time.
Speaking during the launch in Nairobi on Monday, Kenya Power Board Director Ruth Muiruri said the company is committed to continuously improving customer service through technology.
“We’re listening to what customers tell us and using that feedback to create better ways for them to connect with us,” she said. “When customers are happy, it benefits everyone — they pay willingly, losses go down, and our financial health improves.”
Also speaking, Eng. Rosemary Oduor, the company’s General Manager for Commercial Services and Sales, said the upgrades were inspired by feedback from customers who wanted faster, simpler ways to interact with the utility.
“Customers are the reason we exist. Every decision and investment we make must make their lives easier and more predictable,” she said. “These new digital tools will help us serve them better and improve their overall experience with Kenya Power.”
The new-look My power App features a cleaner design and several new options — including managing multiple accounts for landlords, monitoring monthly token use, chatting directly with support staff via WhatsApp, and checking planned power interruptions.
To ensure inclusivity, Kenya Power has also added a Kiswahili menu to its USSD platform, giving millions of customers a more comfortable way to access services. Users can also save unique names for their accounts and retrieve digital receipts for all payments.
The company has already seen a sharp rise in digital engagement. In the last financial year, interactions on the MyPower App rose by 22 percent while activity on the 977# platform grew by 13 percent. This shift has helped reduce calls to the contact centre by nearly one million.
Kenya Power has also continued to engage customers face-to-face through baraza-style forums, corporate visits, and meetings with SMEs and large clients across the country — a sign that even as the company goes digital, it’s not losing touch with its customers on the ground.
With the rollout of Nuru and other digital tools, Kenya Power hopes to make paying bills, reporting outages, and getting information as simple as sending a message.
