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Kenya Power has introduced an AI-powered chatbot, 'Nuru,' alongside upgrades to its digital platforms, aiming to improve customer interaction and service delivery for its over 10 million customers. The move seeks to streamline complaint resolution and provide more efficient access to services.
Kenya Power has launched a new Artificial Intelligence (AI) chatbot named 'Nuru' as part of a significant upgrade to its digital customer service platforms. This initiative, announced on Monday, October 6, 2025, aims to enhance the experience for the company's more than 10 million customers across Kenya.
The revamped digital suite includes a redesigned MyPower App and an improved USSD code *977#. Nuru, the AI chatbot, will be accessible on Kenya Power's website and its Facebook page, KenyaPowerCare. It is designed to respond to customer queries, facilitate outage reporting, provide information, and enable real-time chat with customer care representatives.
Eng. Rosemary Oduor, Kenya Power's General Manager for Commercial Services and Sales, emphasised the customer-centric approach behind these innovations. "Customers are not just part of our business; they are the very reason we exist," Oduor stated. "Every decision we make must revolve around making our customers' lives easier, more predictable, and more enjoyable."
This digital transformation builds on a period of increased customer engagement through self-service platforms. In the financial year ending June 30, 2025, interactions on the MyPower App surged by 22.12 percent, from 1.65 million to 2.02 million. Similarly, requests via the USSD code *977# increased by 13.58 percent, from 1.62 million to 1.84 million. This shift has contributed to a reduction of approximately 900,000 calls to the company's contact centre, decreasing from 5.2 million to 4.3 million.
The updated MyPower App now features a modern, user-friendly interface with new functionalities such as managing multiple accounts for landlords, monitoring monthly token usage, and direct chat support via WhatsApp. Customers can also use the app to purchase tokens, pay bills, self-read postpaid meters, lodge billing complaints, and access information on scheduled power interruptions. To further enhance accessibility, Kenya Power has introduced a Kiswahili menu on its *977# USSD code.
Kenya Power operates within a regulatory environment governed by various policies and laws, including the Constitution of Kenya (2010) and the Data Protection Act, 2019, which safeguard individual privacy. The company's internal procedures and Data Protection Policy ensure that personal data is handled with confidentiality. New draft regulations from the Ministry of Energy, published on September 30, 2025, are set to introduce stricter customer service standards for electricity distributors and retailers, including mandates for service charters, reconnection timelines, and complaint handling procedures.
Analysts suggest that the introduction of AI tools could significantly influence public debate and policy execution in the near term. Stakeholders are calling for clarity on the timelines for full implementation, the associated costs, and the safeguards in place to protect customer data. The Kenya National Artificial Intelligence Strategy 2025–2030 aims to establish a governance framework that balances innovation with ethical AI use, particularly in data-intensive sectors.
Kenya Power Board Director Ruth Muiruri highlighted the board's commitment to customer experience. "When customers are happy, they pay willingly, losses reduce, revenues grow, and our financial position strengthens," Muiruri stated.
While AI offers significant opportunities for enhancing data protection through improved security and compliance, it also presents challenges such as potential algorithmic biases, security threats, and the need for robust legal frameworks. Ensuring transparency in how AI systems collect and use customer data is crucial to maintaining trust and preventing privacy violations.
Specific details regarding the financial investment in the new AI tools and the precise rollout schedule for all enhanced features remain largely undisclosed. Further information on how Kenya Power plans to address potential algorithmic biases and ensure equitable service delivery across its diverse customer base is also awaited.
Observers will be closely monitoring the effectiveness of 'Nuru' and the upgraded digital platforms in reducing customer complaints and improving resolution times. The implementation of the new draft regulations on customer service standards by the Ministry of Energy will also be a key area of focus, particularly how Kenya Power adapts its operations to meet these stricter requirements. The company's ongoing efforts to expand smart metering and address data privacy concerns in its AI deployment will also be critical to watch.
Kenya Power's strategic plan for 2023/24–2027/28 prioritises financial sustainability, customer centricity, operational excellence, and human capital, aligning with national development agendas like Vision 2030. The company has a history of addressing customer service challenges, including efforts to reduce connection backlogs and improve meter availability.
