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Duke Energy Utilizes AI for Customer Protection Against Scams

Duke Energy, a leading energy provider in the United States, is stepping up its efforts to safeguard its customers by employing innovative artificial intelligence (AI) technology. This proactive approach is designed to identify and counteract scams that could deceive energy consumers.

In a recent announcement dated February 12, 2026, Duke Energy revealed its commitment to customer safety through AI implementation. This technology continuously scans various online platforms, including websites, social media channels, and paid advertisements, to detect and eliminate scams aimed at unsuspecting consumers. The initiative focuses on recognizing social engineering threats, which are frequently used by scammers to impersonate legitimate companies and trick individuals into revealing sensitive information or making unauthorized payments.

Addressing the Growing Threat of Scams

As the tactics employed by scammers become increasingly sophisticated, the need for proactive measures is critical. Jessica Bishop, the Senior Vice President of Customer Services Operations at Duke Energy, emphasized this evolving challenge by stating, "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 accounts. If something doesn't feel right, slow down, verify and report it – our team is here to help."

The AI technology identifies fraudulent activities across a range of digital channels. For instance, it recently flagged a paid advertisement that posed as a legitimate Duke Energy customer service line with a fake contact number. Removing such threats quickly illustrates the effectiveness of AI in combating fraud.

Seasonal Spike in Scam Reports

The urgency of this initiative is underscored by data from 2025, where reports of scams surged across Duke Energy's service areas. February, in particular, witnessed a significant uptick as many customers sought assistance with their energy bills. Recognizing this pattern, Duke Energy collaborated with other organizations, including Piedmont Natural Gas and the Better Business Bureau, to observe the 10th annual Utility Scam Awareness Day in November, aiming to educate customers on how to slow down, verify, and thwart potential scams.

Customer Empowerment: How to Stay Safe

Duke Energy is not solely relying on technology; it also empowers its customers with practical guidance on how to avoid scams. Here are some essential tips:

• - Slow Down: If you receive an urgent payment request that feels pressuring or threatening, take a moment to evaluate the situation.
• - Verify Information: Use only the official phone number or website listed on your Duke Energy bill to confirm any claims.
• - Report Suspected Scams: Utilize Duke Energy's Scam Reporting Tool, the Better Business Bureau's resources, and the Federal Trade Commission's consumer advice services to report any suspicious activity.

Customers are advised to watch for typical warning signs of scams, such as demands for immediate payment, threats of service disconnection, or requests for prepaid cards or cryptocurrency. Duke Energy assures its customers that it will never mandate specific payment methods or enforce immediate disconnection based on a threat.

A Commitment to a Safer Energy Future

As one of America's largest energy holding companies, Duke Energy serves approximately 8.6 million customers across six states. Committed to an ambitious energy transition, the company is not only focused on enhancing customer reliability but also on investing in cleaner energy generation methods like renewables and nuclear power. Embracing AI in customer service represents a forward-thinking step toward securing a smarter energy future.

For more information, customers and interested individuals can explore Duke Energy's various platforms, including its official website and social media channels. With ongoing endeavors, Duke Energy is set on a path to protect its valued customers effectively and facilitate a smooth transition to a modernized energy ecosystem.