K-Electric has taken a significant leap forward in digital transformation by launching Kineto, Pakistan’s first generative AI-powered chatbot designed to enhance customer support. This innovative service aims to provide seamless, round-the-clock assistance to millions of KE customers, eliminating the need for long wait times and improving the overall customer experience.
Kineto’s introduction marks another milestone in KE’s digital journey, which has already seen significant advancements in customer engagement through platforms like the KE Live app and a bilingual WhatsApp service. These initiatives have collectively strengthened the utility’s accessibility and efficiency, with KE’s digital payment collections reaching 63% by the fiscal year 2023-24. The company’s focus on digital solutions reflects a broader commitment to improving convenience for its customers and aligning with global trends in digital financial interactions.
In just its first weekend, Kineto demonstrated strong user engagement, attracting more than 3,200 customers and facilitating nearly 13,000 interactions. The chatbot has been developed in collaboration with Convex Interactive, a technology partner committed to advancing AI-driven customer support solutions. Leveraging generative AI, Kineto is designed to handle customer queries efficiently, making interactions smarter, faster, and more intuitive.
KE’s Senior Director and Head of Customer Experience and Digital Payments, Noor Afshan, highlighted the company’s vision for innovation-driven customer service. She noted that the KE Live app has seen an annual growth of 21% over the past five years, with 1.3 million digitally connected users. This figure represents more than one-third of KE’s total customer base, indicating a strong shift toward digital engagement. The utility’s WhatsApp platform, launched in 2021, now serves over two million people, while nearly half a million customers subscribe to KE’s e-billing service, contributing to environmental sustainability by reducing paper usage and cutting down the country’s import bill.
Afshan emphasized that Kineto is a natural progression in KE’s efforts to modernize customer engagement. By investing in AI-driven platforms, the company aims to further transform the way Karachi’s residents interact with their power utility, ensuring faster resolutions and an enhanced user experience.
Convex Interactive’s CEO and Founder, Aamir Irfan Siddiqui, also expressed optimism about the partnership with KE. He noted that integrating generative AI into customer service aligns with Convex Interactive’s mission to revolutionize user interactions through technology. The company aims to enhance customer engagement by making support services more responsive and intelligent.
With Kineto now in place, KE continues to set a benchmark in Pakistan’s power sector for innovation and digital adoption. The move signals a broader transformation in utility services, where AI-powered solutions are becoming essential tools for improving customer service efficiency and satisfaction. As KE expands its digital ecosystem, the impact of AI-driven interactions is expected to grow, reinforcing the utility’s position as a leader in technological innovation in Pakistan.
