Kenya Power has launched a suite of revamped digital service platforms designed to improve customer experience for more than 10 million electricity consumers across the country.
The company announced major upgrades to its MyPower App and USSD code *977#, alongside the introduction of Nuru, its first AI-powered chatbot that will handle real-time customer interactions.
The chatbot will be available on Kenya Power’s official website and its Facebook page, Kenya Power Care, offering services such as responding to customer queries, reporting power outages, and connecting users directly with customer care representatives.
Speaking during the launch, Kenya Power’s General Manager for Commercial Services and Sales, Rosemary Oduor, said the move is part of the company’s commitment to placing customers at the heart of its operations.
“Customers are not just part of our business; they are the very reason we exist. Every decision we make, every investment we undertake, must revolve around making our customers’ lives easier, more predictable, and more enjoyable,” she said.
“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.”
The redesigned MyPower App now features a modern, intuitive interface that is easier to navigate and includes several new tools.
Customers can now manage multiple accounts, a feature particularly beneficial for landlords, monitor monthly token usage, and access real-time customer support via the WhatsApp channel.
The App also allows customers to buy tokens, pay electricity bills, submit self-readings for postpaid meters, lodge billing complaints, and check for scheduled power interruptions.
In an effort to make its digital platforms more inclusive, Kenya Power has enhanced its *USSD 977# service with a new Kiswahili menu, allowing customers to access services in their preferred language.
The platform also enables customers to generate digital receipts for all payments and assign unique names to their accounts for easier reference.
Kenya Power Board Director Ruth Muiruri emphasised that improving customer experience remains a key priority for the company’s leadership.
“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 the feedback from our customers to develop products and strategies that empower them to engage with us proactively because we know when customers are happy, they pay willingly, losses reduce, revenues grow, and our financial position strengthens,” she said.
During the financial year ended June 30, 2025, customer interactions on the MyPower App grew by 22.12 per cent, reaching 2.02 million compared to 1.65 million in the previous year.
Similarly, requests on the USSD *977# platform rose by 13.58 per cent from 1.62 million to 1.84 million.
This increased uptake of self-service channels has significantly reduced the number of calls to Kenya Power’s contact centre by 900,000, from 5.2 million to 4.3 million.
In the same financial year, the company conducted 839 visits to large power and SME customers and 537 engagements with corporate clients.
Over 1,332 baraza-style campaigns were held across the country to engage domestic customers on issues such as billing and electrical safety.
