Kenya Power has unveiled a suite of revamped digital service platforms aimed at improving customer experience and engagement for its over 10 million electricity consumers across the country.
The new platforms include an upgraded MyPower App, a refreshed USSD *977# service, and a newly introduced AI-powered chatbot dubbed “Nuru”, designed to enhance customer interactions across digital channels, including the company’s website and its Facebook page, KenyaPowerCare.
According to Kenya Power’s General Manager for Commercial Services and Sales, Eng. Rosemary Oduor, the digital transformation initiative is guided by customer feedback and the company’s drive to offer a seamless and responsive service experience.
“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,” Eng. Oduor said during the launch.
“Through research and customer feedback, we are launching these innovative products that will play a vital role in enhancing their interactions with us,” she added.
Key Features of the Revamped Platforms
The redesigned MyPower App features a modern, user-friendly interface that allows customers to manage multiple electricity accounts — a key feature for landlords and business owners with several meters. Other improvements include:
- Token and Bill Management: Customers can purchase tokens, pay bills, and monitor monthly electricity consumption directly within the app.
- Self-Meter Reading: Postpaid customers can submit their own meter readings to ensure accurate billing.
- Direct Chat Support: A built-in WhatsApp support channel allows users to communicate instantly with customer care agents.
- Scheduled Interruptions: Users can now access information on planned power outages to better manage their operations.
To further improve accessibility, Kenya Power has also added a Kiswahili menu option to its *977# USSD code, enabling millions of customers across the country to interact with the service in a language they are most comfortable with.
The USSD platform also supports new features such as:
- Access to digital receipts for all payments.
- Ability to assign unique names to multiple accounts for easier reference.
AI Chatbot “Nuru” Goes Live
Kenya Power’s new AI Chatbot, Nuru, will provide real-time responses to customer inquiries, ranging from billing and outages to general service information. Available on the company’s website and Facebook page, Nuru is also integrated with live chat support for complex issues that require human intervention.
The chatbot represents the company’s growing investment in artificial intelligence to enhance responsiveness and reduce call centre congestion.
Growing Adoption of Digital Services
Kenya Power’s digital engagement efforts are already showing significant progress. During the financial year ending June 30, 2025, interactions on the MyPower App increased by 22.12% to reach 2.02 million, up from 1.65 million the previous year.
Similarly, customer activity on the *977# USSD code rose by 13.58%, from 1.62 million to 1.84 million requests. This digital shift led to a reduction of 900,000 calls to the company’s contact centre — dropping from 5.2 million to 4.3 million.
Customer Engagement Beyond Digital
While emphasizing digital convenience, Kenya Power continues to engage with customers physically across various regions. In the last financial year, the utility conducted:
- 839 visits to large-power and SME customers,
- 537 engagements with corporate clients, and
- Over 1,332 community “baraza-style” outreach sessions focused on billing issues and electrical safety.
Kenya Power Board Director Ruth Muiruri reaffirmed the company’s commitment to enhancing customer experience as a strategic priority:
“At the very heart of our mandate as a Board of Directors is customer experience. We are keenly listening to our customers’ feedback to develop products and strategies that empower them to engage with us proactively. When customers are happy, they pay willingly, losses reduce, revenues grow, and our financial position strengthens,” she said.
Digital Transformation Driving Efficiency
Kenya Power’s continued investment in digital infrastructure signals a broader shift towards operational efficiency and customer-centricity. With over 10 million customers relying on its services, the company aims to streamline service delivery, minimize human errors, and promote transparency.
The introduction of AI tools, improved mobile access, and multilingual support is expected to not only enhance convenience for consumers but also contribute to better revenue collection and reduced operational costs in the long term.
As Kenya continues to push forward with its Digital Economy Blueprint, Kenya Power’s initiative aligns with the national agenda to leverage technology for improved public service delivery and customer satisfaction.
The relaunch of MyPower, *977#, and the introduction of the Nuru chatbot mark a new chapter in Kenya Power’s customer service strategy. By blending AI, multilingual accessibility, and responsive design, the company is setting a new standard for how public utilities in Kenya interact with their customers — moving from traditional service delivery to smart, data-driven engagement.
