Kenya Power launches AI chatbot and redesigned app to streamline customer service
Kenya Power has rolled out revamped self-service platforms built for speed, convenience, and scale. Serving more than 10 million customers, the utility is using AI and mobile-first tools to cut wait times and simplify routine requests.
What's new
- "Nuru by Kenya Power" AI chatbot: 24/7 assistance on the Kenya Power website and the KenyaPowerCare Facebook page. Built to handle high-volume questions and guide customers to the right action fast.
- MyPower App redesign: Multiple account management, token tracking, and direct WhatsApp chat support. Customers can manage everything from their phone with fewer steps.
- USSD (*977#) upgrades: English and Kiswahili support, digital receipts, and account naming for easier transactions-ideal for low-bandwidth scenarios.
The launch was attended by Kenya Power Board Director Ruth Muiruri and Eng. Rosemary Oduor, General Manager for Commercial Services and Sales, alongside several large customers.
Why this matters for customer support teams
This rollout shows a clear shift to proactive, channel-agnostic service. Expect reduced call center load, faster resolution on common tasks, and more consistent answers across web, social, WhatsApp, and USSD.
- Channel mix that meets users where they are: Web chatbot, Facebook, WhatsApp, and USSD cover both connected and low-connectivity customers.
- Frictionless self-serve: Features like account naming and token tracking remove repeat contacts and guesswork.
- 24/7 coverage with smart escalation: Use the bot to deflect routine queries and route edge cases to agents with context.
- Bilingual support: English and Kiswahili coverage improves access and CSAT; set up translation QA and glossary control.
- Clean audit trail: Digital receipts strengthen dispute resolution and refunds.
- Better knowledge ops: Chatbot transcripts feed continuous updates to FAQs and macros.
Implementation notes you can apply
- Prioritize top intents: tokens, bill balance, payments, outages, new connections, meter issues.
- Design clear handoffs: from bot to human in web chat and WhatsApp, with reason codes and conversation history.
- Track the right metrics: containment rate, CSAT, FCR, handoff rate, time to resolution, and language-specific satisfaction.
- Offer a low-bandwidth path: USSD or SMS for areas with limited data access.
- Promote channels in-app, on receipts, and via SMS to shift volume from calls to digital self-serve.
For details and access to "Nuru by Kenya Power," visit the Kenya Power website. If you're upskilling your support team on AI chat, workflows, and measurement, explore role-based learning paths at Complete AI Training.
The bigger picture
By pairing AI assistance with a redesigned app and a stronger USSD experience, Kenya Power is building a service model that reduces queues and gives customers faster outcomes. For support leaders, this is a practical example of how to scale service without sacrificing quality.
