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Duke Energy Chatbot Rapidly Becomes Reliable Customer Support Tool

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In April 2023, Duke Energy launched a chatbot within its mobile app to address customer service inquiries submitted via the app’s feedback feature. Since its release, the chatbot has received more than 170,000 user interactions and 62,000 chat sessions across 35,000 unique users. In tandem with a redesign of the feature’s feedback form, customer feedback submissions have been reduced by 90%.

This program earned Duke Energy a Gold Award in Chartwell’s 2023 Best Practices Awards.

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Chartwell's Best Practice Awards customer communications customer experience mobile apps online self-service tool

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