Duke Energy’s Voice Biometrics Breakthrough Sets New CX Standard
Duke Energy has earned Chartwell’s 2025 Bronze Award for Excellence in Digital Experience, thanks to its groundbreaking deployment of voice biometrics technology. This innovation allows customers to self-authenticate through the utility’s interactive voice response (IVR) system using a combination of device data, voice patterns, behavioral cues, and network information.
Since launching the technology, Duke Energy has seen record-breaking satisfaction scores for its IVR system and achieved multi-million-dollar operational savings. The success of this initiative highlights the power of biometrics in enhancing customer experience while driving efficiency.
Duke Energy’s achievement sets a new benchmark for digital transformation in the utility sector.
💡Learn more about the Customer Experience Leadership Council by contacting Tim Herrick.
You may also like these blog posts:
- Customer Experience Metrics Soar Following PG&E’s End-To-End Outage Notification Process Redesign
- Customer-Centric Excellence: Recognized with Chartwell’s 2025 Best Practices Awards
- Customer Experience Journey Mapping Workshops for Residential and Business Customers: High Bill Customer Journey
Related Insight Center research:
