Voice Biometrics Transform Duke Energy’s Customer Interactions

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In an era when both customer expectations and digital threats continue to escalate, Duke Energy is pushing the utility industry forward with strategic, customer-centric innovation. In 2024, the utility launched an advanced voice biometrics system within its customer phone channel, elevating the standard for safety, authentication, and service delivery.

This initiative earned Duke Energy Bronze recognition in Chartwell's 2025 Best Practices Awards for Digital Experience.

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Best Practices Award Winner Chartwell Best Practices Awards digital channels digital experience Duke Energy IVR

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Voice Biometrics Transform Duke Energy’s Customer Interactions

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