Energy / Power and gas utility
Duke Energy: Detecting impersonation adverts aimed at customers
- Company
- Duke Energy
- Country
- United States
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Checked a source excerpt through a search tool
The work problem
Scams aimed at Duke Energy customers continued. The company said it received thousands of scam reports across its service territory in 2025. Reports rose especially in February, when customers looking for bill assistance cluster. Scammers approached customers with fake adverts and impersonated support numbers.
Technology and data
Duke Energy uses artificial intelligence to sweep websites, social networks and paid adverts. The purpose is to find social engineering threats visible in public material. Fake adverts and impersonated support numbers are the main targets of detection. Items found are reported to the relevant platform with a takedown request. The company also runs its own scam reporting tool so customers can flag suspicious cases directly. It advises customers to slow down if a payment demand is urgent or threatening, and to verify only through the official number or website printed on their bill.
Results
As a recent takedown example the company cited a paid search advert that impersonated Duke Energy and carried a fake customer service number. It also said it took part in the tenth Utility Scam Awareness Day in November together with Piedmont Natural Gas, the Better Business Bureau and other utility companies. Jessica Bishop, Senior Vice President of Customer Service Operations, said that as scammers grow more sophisticated, the company is protecting customers proactively. The company also stated that it does not accept prepaid cards or cryptocurrency payments and does not threaten immediate disconnection.
Limits and open questions
The model used for detection, the false positive rate and the number of takedown requests are not in the source. Nor does it say at which stage people review and approve.
Sources
- Duke Energy leverages AI to protect customers and combat scams | Duke Energy | News Centernews.duke-energy.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.