Duke Energy Deploys AI to Detect and Remove Impersonator Scams

Duke Energy launches AI sweep to block impersonator scams

CHARLOTTE, N.C. — Duke Energy is deploying artificial intelligence to scan websites, social media and paid advertisements for scams that impersonate the utility, seeking to remove fraudulent listings and protect customers from social‑engineering attacks.

AI-driven takedown program acts as frontline defense

Duke Energy is using a machine‑learning tool that detects fake ads, impostor helplines and other open‑source social‑engineering tactics and flags them to hosting platforms for removal. The company says the system identifies paid search ads and social posts that mimic Duke branding and surface bogus customer‑service numbers, and that it has already led to real‑world takedowns, including a paid search ad that directed customers to a phony support line.

The tool continuously monitors emerging scam patterns and provides prioritization signals to Duke investigators, enabling faster action on the highest‑risk listings. Duke Energy is coordinating removal requests with platform partners and law enforcement to limit scammers’ ability to replicate successful attacks across multiple channels. Jessica Bishop, senior vice president of Customer Services Operations, says the company is proactively working to protect customers and urges people to “slow down, verify and report suspicious contacts.”

The program responds to a surge of fraud reports this year, the utility says, with thousands of customer complaints across its service areas in 2025 and a notable spike in February when many customers seek bill assistance. Duke frames the AI deployment as part of a broader effort to reduce harm to consumers by shortening the time malicious actors can present fraudulent payment demands or bogus helplines.

Industry outreach and public education

Duke Energy is joining other utilities, Piedmont Natural Gas and the Better Business Bureau in industry efforts to educate consumers, including participating in the 10th annual Utility Scam Awareness Day. The outreach focuses on teaching customers to verify contact information and recognize common red flags.

Simple customer protections and reporting channels

The utility advises customers to use only the official phone number or website printed on their Duke Energy bill, to be wary of urgent or threatening payment demands, and to report suspected scams via Duke’s Scam Reporting Tool, the BBB’s Find and Report a Scam and the FTC’s Consumer Advice resources. Duke warns it never demands prepaid cards or cryptocurrency and never threatens instant disconnection without verified notification.