Kenya Power Launches Revamped Digital Platforms and Unveils AI Chatbot “Nuru”.
By Peace Muthoka.
Nairobi, Monday, October 6, 2025 — Kenya Power has unveiled a new generation of digital service platforms designed to transform customer experience for over 10 million electricity users across the country.
The launch includes an upgraded MyPower App and an enhanced USSD *977#, alongside the introduction of Nuru the company’s first-ever Artificial Intelligence chatbot. Nuru will interact with customers in real time through Kenya Power’s website and Facebook page, KenyaPowerCare, helping them report power outages, make inquiries, and chat directly with customer care representatives.
“Customers are not just part of our business; they are the very reason we exist,” said Kenya Power’s General Manager for Commercial Services and Sales, Eng. Rosemary Oduor. “Every decision we make must revolve around making our customers’ lives easier and more predictable. These innovations are a product of research and feedback, and they will make customer engagement faster and more seamless.”
The redesigned MyPower App now features a modern, user-friendly interface that allows customers to manage multiple accounts especially useful for landlords monitor token usage, and chat directly via WhatsApp support. It also enables customers to purchase tokens, pay bills, submit meter readings, lodge billing complaints, and access scheduled power interruption updates.
To make services more inclusive, Kenya Power has introduced a Kiswahili option on the *977# USSD menu, allowing customers across the country to navigate services in the language of their choice. The platform now also generates digital receipts and allows users to assign personalized names to their accounts for easier reference.
“At the heart of our mandate as a Board is customer experience,” said Kenya Power Board Director Ruth Muiruri. “We are constantly listening to our customers and developing products that empower them to engage with us more proactively. When customers are happy, they pay willingly, losses reduce, revenues grow, and our financial health strengthens.”
The impact of Kenya Power’s digital transformation is already evident. In the financial year ending June 30, 2025, customer interactions on the MyPower App grew by 22.12 percent to 2.02 million, up from 1.65 million the previous year. Usage of the *977# USSD platform also rose by 13.58 percent, from 1.62 million to 1.84 million requests.
This increased uptake of self-service options has eased pressure on the company’s contact center, reducing calls by 900,000 from 5.2 million to 4.3 million over the same period.
Beyond digital services, Kenya Power has maintained strong physical engagement with its customers. In the past financial year, the company held 839 visits with large-power and SME clients, 537 meetings with corporate customers, and 1,332 community barazas across the country addressing issues such as billing and electrical safety.
These efforts underscore Kenya Power’s commitment to improving accessibility, transparency, and trust as it continues to digitize customer engagement and enhance service delivery nationwide.
