By TWV Business Desk
Kenya Power has launched its revamped digital service platforms to enhance the experience of more than 10 million electricity customers. Alongside the upgraded MyPower App and USSD *977#, the company has also unveiled an AI chatbot dubbed Nuru, which will respond to customers’ queries via the company’s website and Facebook page, KenyaPowerCare. It will also allow users to report incidents such as power outages and chat directly with a customer care representative.
“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. 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,” said Kenya Power’s General Manager for Commercial Services and Sales, Rosemary Oduor.
The company’s MyPower App has been redesigned with a modern interface, making it more user-friendly, with additional features such as the ability to manage multiple accounts (for landlords), monitor monthly token usage, and access direct chat support via the WhatsApp channel.
Additionally, the revamped app allows customers to purchase tokens, pay their electricity bills, self-read their postpaid meters, lodge billing complaints, and access information on scheduled power interruptions.
To enhance accessibility across Kenya’s diverse linguistic landscape, the company has added a Kiswahili menu to its USSD 977#, enabling millions of customers to navigate the services at their convenience.
Through the USSD 977#, customers can also access digital receipts for all payments made to the company. The upgraded USSD service further allows customers to assign unique names to their accounts for easy reference.
“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, because we know that when customers are happy, they pay willingly, losses reduce, revenues grow, and our financial position strengthens,” said Kenya Power Board Director Ruth Muiruri.
In the last financial year, the company recorded growth in the number of customer requests made through its self-service platforms, in tandem with an expanding customer base.
Total customer interactions on the MyPower App increased by 22.12 per cent during the financial year ending 30th June 2025, rising to 2.02 million compared to 1.65 million in the previous year.
Similarly, customer requests via the company’s USSD code 977# rose by 13.58 per cent, from 1.62 million to 1.84 million during the same period. The growing uptake of self-service platforms resulted in a reduction of 900,000 calls to the company’s contact centre, from 5.2 million to 4.3 million over the period.
Apart from digital customer engagements, Kenya Power has also intensified physical interactions. In the financial year ending 30th June 2025, the company conducted 839 visits to large-power and SME customers and 537 engagements with corporate clients, underscoring its responsiveness to both mass-market and institutional customers.
The company also conducted more than 1,332 baraza-style campaigns nationwide, targeting domestic customers to address issues such as billing and electrical safety.
