Duke Energy Deploys AI Technology to Combat Customer Scams

Duke Energy's innovative AI system scans various digital channels, including websites, social media, and paid advertisements, for open-source social engineering threats. This encompasses identifying fake advertisements and impostor helplines that may mislead customers. The AI not only detects these scams but also flags them for removal from the hosting platforms, thereby actively protecting customers from potential fraud.

Jessica Bishop, Duke Energy's Senior Vice President of Customer Services Operations, emphasized the importance of this initiative in her statement: “As scammers become more sophisticated, Duke Energy is proactively working to protect customers from bad actors. Our commitment is to protect our communities and create a secure platform when managing their energy account. If something doesn't feel right, slow down, verify and report it – our team is here to help.”

The implementation of this AI technology has already yielded tangible results. Duke Energy reported recent takedowns of scams, including a paid search advertisement that impersonated the company and provided a bogus customer service number. These real-world examples highlight the pressing need for such protective measures, especially given the spike in scam reports that Duke Energy experienced in 2025.

February has emerged as a particularly critical month, seeing a notable increase in scam reports, as many customers seek assistance with their energy bills during this time. This seasonal uptick underscores the urgency of the company’s measures to safeguard its customers from fraudulent activities.

Duke Energy is not acting alone in this endeavor. The company has joined forces with Piedmont Natural Gas, the Better Business Bureau, and other utilities in the 10th annual Utility Scam Awareness Day, held in November. This collaborative effort aims to educate customers on how to slow down, verify information, and effectively stop scams.

To further empower customers, Duke Energy has provided several guidelines to help them protect themselves from potential scams:

Duke Energy has identified specific warning signs that may indicate a scam. Scammers often demand immediate payment, threaten service disconnection, or insist on using prepaid cards or cryptocurrency—methods that Duke Energy does not accept. The company clarifies that it will never dictate how payments should be made or threaten instant disconnection.

Duke Energy, a Fortune 150 company headquartered in Charlotte, North Carolina, is one of America's largest energy holding companies, serving 8.6 million customers across several states. With a robust energy capacity of 55,100 megawatts, the company is committed to a progressive energy transition that prioritizes customer reliability and value. This includes significant investments in electric grid upgrades and cleaner energy generation through natural gas, nuclear, renewables, and energy storage.

For more information on Duke Energy’s initiatives and to stay updated on their developments, customers and interested parties are encouraged to visit the company’s website and follow them on social media platforms.

In a world where scams are becoming increasingly sophisticated, Duke Energy's use of AI technology serves as a critical advancement in customer protection, reinforcing its commitment to safeguarding its communities against fraudulent activities.