Kenya Power has rolled out a new Artificial Intelligence (AI) chatbot named ‘Nuru’ across its digital platforms to help speed up responses to customer complaints and queries.
The company has also upgraded its MyPower App, adding several new features that allow customers to manage multiple accounts — especially useful for landlords — monitor monthly token usage, and chat directly with customer care through WhatsApp.
With the revamped app, customers can now buy tokens, pay electricity bills, read their postpaid meters, report billing issues, and get updates on planned power interruptions from one convenient platform.
Kenya Power General Manager for Commercial Services and Sales, Eng. Rosemary Oduor, said the company’s focus remains on improving customer satisfaction.
“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.
According to Kenya Power, engagement across its self-service platforms rose significantly in the financial year ending June 30, 2025. Interactions on the MyPower App increased by 22.1 percent to 2.02 million, while requests through the USSD code went up by 13.6 percent to 1.84 million.
Kenya Power Board Director Ruth Muiruri emphasized that the company is prioritizing customer experience in all its decisions.
“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 feedback from our customers to develop products and strategies that empower them to engage with us proactively,” she noted.
Email your news TIPS to Editor@Kahawatungu.com — this is our only official communication channel
