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Originally published by The Standard BusinessOctober 6, 2025
6h ago
Kenya Power boosts customer service with AI tools
Kenya Power has launched a revamped suite of digital service platforms aimed at enhancing the experience of its more than 10 million customers across the country...
✨ Key Highlights
Kenya Power has launched a comprehensive upgrade of its digital customer service platforms, including a redesigned MyPower App, an enhanced USSD code *977#, and a new AI-powered chatbot named “Nuru.” This initiative aims to improve service delivery for its over 10 million customers across Kenya.
- The new “Nuru” chatbot will handle customer queries on Kenya Power’s website and Facebook page, allowing users to report outages, access information, and chat with customer care.
- The revamped MyPower App now includes features like managing multiple accounts, monitoring token usage, direct WhatsApp support, and options for token purchases, bill payments, and self-meter readings.
- Digital engagement for Kenya Power saw significant growth in the last fiscal year, with MyPower App interactions rising by 22.12 percent to 2.02 million and USSD *977# requests increasing by 13.58 percent to 1.84 million, reducing contact center calls by 900,000.
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