Hajra Naz
K Electric (KE) recently introduced Kineto, Pakistan’s first Gen AI Chatbot for the power sector, marking a monumental automation shift as it paves through customer-centric solutions. This innovation is set to boost customer satisfaction across all digital channels, which form part of KE’s perpetual customer service transformation.
Effortless Support Anytime, Anywhere
This AI-powered Chatbot was built to provide instant 24/7 support, eliminating the need for long waiting periods. In just the first weekend of operating, Kineto serviced over 3200 users and captured more than 13000 interactions, which displays the high demand.
Strengthening KE’s Digital Ecosystem
Kineto is a key addition to KE’s broader digital transformation strategy, which already includes:
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KE Live App – Used by 1.3 million customers, growing by 21% annually.
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Bilingual WhatsApp Service – Serving over 2 million active users since its launch in 2021.
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E-Billing Feature – Subscribed by nearly 500,000 customers, contributing to environmental sustainability.
These initiatives have led to 63% digital payment collections by FY 2023-24, showcasing a strong shift toward online transactions.
Commitment to Innovation
Noor Afshan, Senior Director of KE and Head of Digital Payments and Customer Experience, stated
“We at K-Electric place a high priority on technology innovations that enhance our customers’ experience,”.
She emphasized KE’s dedication to digital platforms that are ready for the future, saying that Kineto is a logical next step in KE’s initiatives to improve accessibility and participation.
A Collaborative Effort in AI-Driven Solutions
KE has partnered with Convex Interactive for this venture, an existing technology partner with which the company works. Aamir Irfan Siddique, CEO & Founder of Convex Interactive.
“We continue driving our vision towards redefining customer engagement through the use of AI, and this partnership is another step in the right direction. We are simplifying and making interactions speedy and intuitive with the help of generative AI”.
With Kineto, KE further strengthens its position as the market leader in the digital transformation while guaranteeing uninterrupted and upgraded services to users in the dynamic world of energy.
