Kenya Power has upgraded its MyPower App with an AI-powered chatbot, Nuru, designed to manage real-time customer interactions.
The chatbot will be accessible on Kenya Power’s official website and Kenya Power Care’s Facebook page. It will be able to answer consumer questions, report power outages, and connect users directly with customer support agents.
Rosemary Oduor, General Manager for Commercial Services and Sales at Kenya Power, spoke at the launch and explained that the move is a part of the company’s commitment to putting customers at the centre 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.
Kenya Power introduced the chatbot as part of a series of upgraded digital service platforms to enhance the overall experience of the nation’s over 10 million electricity users.
Rosemary added, “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.”
Kenya Power upgraded the MyPower App with new features
Along with the AI-powered chatbot, the MyPower App and USSD code *977# have been significantly upgraded.
The updated MyPower App has a more contemporary, user-friendly interface that is simpler to use and includes several new features.
Consumers can now monitor monthly token usage, manage multiple accounts—a feature that is especially helpful for landlords—and get real-time customer support through the WhatsApp channel.
Customers can also purchase tokens, pay their electricity bills, submit self-readings for postpaid meters, file billing complaints, and check for planned power outages using the app.
Improvement of *USSD 977# service with new Kiswahili menu
Kenya Power has improved its *USSD 977# service with a new Kiswahili menu, enabling users to access services in their preferred language as part of an effort to make its digital platforms more inclusive.
Customers can also use the platform to create digital receipts for every payment and give their accounts distinctive names for convenient access.
Ruth Muiruri, the director of the Kenya Power Board, emphasised that the company’s leadership continues to place a high premium on enhancing the customer experience.
“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 ourfinancial position strengthens,” she said.
Fiscal year report
In the fiscal year that concluded on June 30, 2025, the number of customer interactions on the MyPower App increased by 22.12% to 2.02 million from 1.65 million the year before.
Likewise, the number of requests on the USSD *977# platform increased from 1.62 million to 1.84 million, a 13.58 per cent increase.
Due to the increased use of self-service channels, the number of calls to Kenya Power’s contact centre has dropped by 900,000 from 5.2 million to 4.3 million.
During the same fiscal year, the company engaged with 537 corporate clients and visited 839 large power and SME clients.
More than 1,332 baraza-style campaigns were conducted nationwide to educate domestic consumers about topics likeelectrical safety and billing.