K-Electric integrates Kineto, Pakistan’s first GenAI chatbot, providing instant, 24/7 customer support and streamlining utility services.
K-Electric introduces Kineto, Pakistan’s first GenAI-powered chatbot, providing instant, 24/7 customer support and streamlining utility services for millions. Kineto enhances K-Electric’s digital strategy by using GenAI for real-time customer interactions, eliminating long wait times and improving service efficiency. The chatbot, developed with Convex Interactive, understands natural language, delivers accurate responses, and learns from interactions to provide personalized support. Within its first weekend, Kineto handled 13,000 customer interactions, demonstrating the power of AI-driven automation in customer service.
With Kineto, users can check bills, report outages, track load-shedding schedules, and access e-billing services—all without waiting in queues or helplines. It also reduces the workload on call centers, improving response times and boosting customer satisfaction. The chatbot integrates with KE’s WhatsApp service and KE Live app, part of a broader digital shift that has seen digital payment adoption rise to 63%.
“Kineto is a natural step in our digital transformation,” said Noor Afshan, KE’s Senior Director of Customer Experience. “By using GenAI, we ensure faster, smarter, and more efficient service, making customer interactions seamless.” As Karachi’s residents increasingly embrace digital solutions, Kineto reinforces KE’s commitment to AI-driven innovation in Pakistan’s utility sector.