K-Electric Revolutionizes Customer Support with Kineto, Pakistan’s First AI Chatbot Strengthening KE’s Digital Ecosystem
K-Electric (KE), a pioneer in Pakistan’s energy sector, has taken a giant leap toward enhancing its customer service with the launch of Kineto, the country’s first-ever AI-powered chatbot specifically designed to revolutionize the customer support experience. Kineto promises to provide faster, more intuitive, and seamless interactions between customers and KE, solidifying the company’s leadership in the digital transformation of the energy sector.
A Strategic Milestone in KE’s Digital Transformation
The launch of Kineto is a key milestone in KE’s broader strategy to build a robust, digital-first ecosystem. Over the years, KE has invested in multiple digital platforms to improve customer experience, streamline operations, and drive greater accessibility. Kineto fits seamlessly into this growing digital landscape, complementing existing initiatives aimed at empowering users and improving service delivery.
Some of the standout initiatives already in place include:
- KE Live App
With over 1.3 million active users and an annual growth rate of 21%, the KE Live App has become a key tool for customers to manage their accounts, track their energy consumption, pay bills, and stay updated on the latest news and services. This app has significantly enhanced customer convenience, allowing them to access essential services at the click of a button. - Bilingual WhatsApp Service
Launched in 2021, the bilingual WhatsApp service has been a major hit with over 2 million active users. By offering both Urdu and English language support, KE has ensured that its services are accessible to a diverse customer base. This platform allows customers to easily resolve queries, report issues, and receive real-time support through one of the most popular communication channels in Pakistan. - E-Billing Feature
In line with its sustainability goals, KE introduced an e-billing feature, which has been embraced by nearly 500,000 customers. This initiative not only reduces paper waste but also promotes a more efficient, eco-friendly way of managing energy bills. The digital billing system plays a crucial role in KE’s commitment to environmental sustainability and reducing operational costs.
Together, these initiatives have collectively driven a significant increase in digital payment collections, which reached 63% by the end of FY 2023-24. This shift to online transactions has not only streamlined the payment process but also positioned KE as a frontrunner in Pakistan’s digital economy.
Enhancing Customer Experience with AI-Driven Innovation
The introduction of Kineto underscores KE’s dedication to enhancing customer experience through cutting-edge technology. Noor Afshan, Senior Director of KE and Head of Digital Payments and Customer Experience, expressed her enthusiasm for the launch, saying, “We at K-Electric place a high priority on technology innovations that enhance our customers’ experience.” She explained that Kineto is a natural extension of KE’s ongoing efforts to improve service accessibility and engagement, aligning with the company’s vision of creating a future-ready digital platform for customers.
Kineto is designed to offer a seamless, AI-driven interface that can handle customer queries in real time, providing accurate responses to a wide range of inquiries—from billing issues to service outages and beyond. The chatbot will not only make customer interactions faster and more efficient but will also ensure 24/7 availability, allowing users to get assistance whenever they need it.
Collaboration with Convex Interactive for Advanced AI Solutions
The development of Kineto was made possible through KE’s strategic partnership with Convex Interactive, a leading technology firm known for its expertise in AI and digital solutions. This collaboration underscores KE’s commitment to harnessing the power of artificial intelligence to redefine customer engagement.
Aamir Irfan Siddique, CEO & Founder of Convex Interactive, shared his excitement about the partnership, saying, “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.” Convex Interactive’s innovative AI solutions are at the core of Kineto, ensuring that the chatbot is capable of understanding and responding to customer queries in an intelligent and natural manner.
Strengthening KE’s Position in the Digital Era
With the launch of Kineto, K-Electric further cements its position as a leader in the digital transformation of Pakistan’s energy sector. As the energy landscape continues to evolve, customers increasingly demand greater convenience and faster responses. By leveraging AI, KE not only meets these expectations but also sets new standards for the industry. Kineto will be a critical tool in delivering real-time, personalized customer support, offering a level of service previously unavailable in the sector.
Furthermore, KE’s digital ecosystem—encompassing the KE Live App, bilingual WhatsApp service, e-billing, and now Kineto—demonstrates the company’s unwavering commitment to providing an enhanced, user-friendly experience. As Pakistan’s energy sector continues to embrace technological advancements, KE is proving that innovation is at the heart of its operations.
Looking Toward the Future
Kineto represents more than just a chatbot; it is a symbol of KE’s ongoing journey toward a more integrated, digital-first future. By enhancing customer support with AI-driven solutions, KE is ensuring that its services remain responsive, efficient, and ready for the challenges of tomorrow.
With Kineto and other digital initiatives, K-Electric is not just powering homes but also shaping the future of customer engagement in Pakistan’s dynamic energy sector. Through continued innovation and collaboration, KE is setting a new standard for how energy companies can leverage technology to provide better, more accessible services to their customers.
