Kenya Power introduced upgraded digital platforms on Monday to serve more than 10 million electricity customers nationwide. The utility company enhanced its MyPower App and USSD code *977#, and deployed Nuru as its inaugural AI-powered chatbot for real-time customer assistance through its website and Facebook page.
The redesigned MyPower App allows users to manage multiple accounts, track monthly token consumption, and access immediate support via WhatsApp. Customers can purchase tokens, pay bills, submit meter readings for postpaid accounts, file billing disputes, and review scheduled power interruptions through the platform.
Kenya Power added a Kiswahili menu to its *977# USSD service to broaden accessibility while enabling digital receipt generation and account naming features. Customer interactions through MyPower App increased 22 percent to 2.02 million in the fiscal year ending June 30, 2025, while USSD requests rose 14 percent to 1.84 million. The self-service expansion reduced contact center calls by 900,000 from 5.2 million to 4.3 million.
The redesigned MyPower App allows users to manage multiple accounts, track monthly token consumption, and access immediate support via WhatsApp. Customers can purchase tokens, pay bills, submit meter readings for postpaid accounts, file billing disputes, and review scheduled power interruptions through the platform.
Kenya Power added a Kiswahili menu to its *977# USSD service to broaden accessibility while enabling digital receipt generation and account naming features. Customer interactions through MyPower App increased 22 percent to 2.02 million in the fiscal year ending June 30, 2025, while USSD requests rose 14 percent to 1.84 million. The self-service expansion reduced contact center calls by 900,000 from 5.2 million to 4.3 million.
