K-Electric (KE), Pakistan’s leading power utility, has taken a significant leap in its digital transformation journey by becoming the first power company in the country to launch a generative AI-powered chatbot, named Kineto. This latest innovation is aimed at enhancing customer experience by offering fast, intelligent, and seamless 24/7 support to millions of KE customers across Karachi.
The deployment of Kineto marks a new milestone in KE’s commitment to using emerging technologies to improve customer service and operational efficiency. The chatbot has been designed to address common customer queries in real time, eliminating the need for long wait times or physical visits to KE service centers.
The initiative is part of KE’s broader digital transformation strategy, which has already seen the successful launch of platforms such as the KE Live App and a bilingual WhatsApp service. Both platforms have significantly improved digital accessibility for KE’s customer base. The company reports that these digital channels now serve over 2 million active users, reflecting the growing adoption of digital solutions in Pakistan’s utility sector.
During its initial rollout, Kineto witnessed an encouraging response. Within just the first weekend of its launch, the chatbot successfully engaged with more than 3,200 users, facilitating nearly 13,000 interactions. This early adoption underscores the growing demand for digital-first customer service channels among Karachi’s electricity consumers.
Speaking on the development, Noor Afshan, Senior Director and Head of Customer Experience and Digital Payments at K-Electric, said, “At K-Electric, we are focused on innovation that enhances our valued customers’ journey. Users of the KE Live App have grown by 21% annually over the last five years and now stand at 1.3 million digitally connected customers. This accounts for over one-third of KE’s total customer base, reflecting the digital-savvy nature of our consumers.”
Afshan further highlighted the broader scope of KE’s digital initiatives, mentioning that the bilingual WhatsApp platform, launched in 2021, now caters to over 2 million users, while nearly half a million customers subscribe to the company’s e-billing service. She noted that the growing use of digital platforms not only improves convenience for customers but also supports broader environmental goals by reducing paper usage and Pakistan’s import bill.
The development of Kineto has been made possible through KE’s partnership with Convex Interactive, a leading technology solutions provider. Commenting on the collaboration, Aamir Irfan Siddiqui, CEO & Founder of Convex Interactive, said, “This partnership with K-Electric aligns with our mission to revolutionize customer engagement through AI. By leveraging generative AI, we’re making customer interactions faster, smarter, and more intuitive.”
K-Electric’s digital transformation efforts have also resulted in a significant increase in digital payment collection, which grew to 63% by the fiscal year 2023-24. The launch of Kineto is the next logical step in this journey, reinforcing KE’s position as a pioneer in Pakistan’s utility sector by investing in future-ready digital platforms.
The introduction of Kineto reflects KE’s long-term vision to modernize customer service using advanced technologies like generative AI, thereby setting new standards in the country’s utility sector.
