In a landmark move for the energy and technology sectors in Pakistan, Convex Interactive has teamed up with K-Electric (KE) to unveil Kineto, the country’s first generative AI-powered chatbot. This collaboration marks a significant milestone in digital transformation and customer service innovation, offering a glimpse into how artificial intelligence is being effectively integrated into essential public services.
Developed entirely by Convex Interactive, Kineto represents a new era of customer support—delivering swift, smart, and seamless user interactions through generative AI technology. Designed to ease pressure on traditional call centers, the chatbot provides instant, personalized responses, enabling users to receive support without the usual delays associated with manual systems.
Kineto’s impact was immediate. In just its launch weekend, the chatbot facilitated over 13,000 user interactions and served more than 3,200 users, highlighting both its scalability and user-friendliness. Customers were able to handle billing updates, lodge outage-related queries, explore new service connections, and even complete digital payments—all through a conversational interface powered by AI.
Commenting on the launch, Aamir Irfan Siddiqui, CEO and Founder of Convex Interactive, said, “At Convex Interactive, we believe technology should work for people. Kineto is a testament to how AI can revolutionize customer service, making interactions intuitive and effortless.” His statement reflects the company’s broader vision of embedding intelligence into everyday digital experiences to drive efficiency and user satisfaction.
On the other side of this strategic collaboration, K-Electric emphasized its commitment to leveraging innovation to enhance its service delivery. According to Noor Afshan Rizavi, Senior Director of Customer Experience & Digital Payments at KE, “At K-Electric, we are committed to innovation that enhances our customers’ journey. The KE Live app has grown 21% annually and now connects 1.3 million users. Launching Kineto is a natural step in our investment in future-ready digital platforms.”
The introduction of Kineto aligns with KE’s broader digital transformation strategy and the rising expectations of its user base. With the increasing digitization of services, customers now seek responsive, around-the-clock assistance that is both accurate and convenient. Kineto meets this demand by providing a conversational AI experience that is available 24/7 and is capable of handling a broad range of queries independently.
More than just a chatbot, Kineto symbolizes a larger shift in Pakistan’s customer service ecosystem, where businesses are now prioritizing automation and personalization through AI. The energy sector, often perceived as slow to innovate, is taking a progressive leap forward with this move—showcasing how traditional industries can embrace cutting-edge technologies to deliver better outcomes.
By bridging the gap between technical capability and user experience, Convex Interactive continues to position itself as a pioneer in the Generative AI landscape of Pakistan. Kineto’s success further strengthens Convex’s credentials as a leader in deploying intelligent, scalable solutions that not only meet business objectives but also elevate the standards of customer engagement.
As the digital journey accelerates across sectors, Kineto could very well set the template for how other utilities and service providers in Pakistan adopt AI to transform their own customer service frameworks.
