K-Electric launches Kineto, Pakistan’s first AI chatbot for power customers

In its first weekend alone, more than 3,200 customers interacted with Kineto, generating nearly 13,000 queries

Tech Desk - Mar 26, 2025

An undated image of the K-Electric Kineto app. — K-Electric/Canva

K-Electric (KE) has launched Kineto, Pakistan’s first AI-powered chatbot for a power utility, to improve customer service. This new generative AI chatbot is designed to provide fast, 24/7 customer support, reducing the need for long wait times and improving digital interaction with KE customers.

The introduction of Kineto is part of KE’s ongoing digital transformation, which aims to improve customer experience through digital solutions. The chatbot allows users to access information and resolve issues quickly.

K-Electric’s Kineto app

In its first weekend alone, more than 3,200 customers interacted with Kineto, generating nearly 13,000 queries. This marks a strong response from Karachi’s electricity consumers, highlighting the demand for faster and more efficient communication.

Kineto contributes to KE's current digital offerings, the KE Live app and a bilingual WhatsApp service, both of which have enhanced accessibility for over 2 million active customers. KE also witnessed a digital payment growth that now constitutes 63% of all collections by FY 2023-24. These developments show how the company is moving towards upgrading customer engagement and simplifying bill payments.

“At K-Electric, we focus on innovation to enhance customer experience,” said KE’s Senior Director of Customer Experience and Digital Payments Noor Afshan. She explained that subscribers to the KE Live App increased 21% each year, standing at 1.3 million customers, or more than one-third of KE's entire customer base.".

Moreover, she also pointed out that KE's WhatsApp service now caters to more than 2 million customers, while almost 500,000 customers have opted for e-billing, saving paper and enabling Pakistan to reduce its import bill.

Kineto has implemented the development with Convex Interactive, providing KE with its unique technology partner for this project. CEO and Founder of Convex Interactive Aamir Irfan Siddiqui, highlighted that the collaboration is targeting customer interactions to become quicker, smarter, and intuitive through AI-based solutions.