AGL records 500,000 customer passkey enrolments
The utility says customers using passkeys typically cut their average login time by 30 seconds, with adoption reaching 30.5%.
By Quang Dinh
AGL says 500,000 unique customers have enrolled for passkeys to access its app and customer portal, taking adoption to 30.5 per cent. The utility introduced the option after making two-factor authentication compulsory.
Digital product owner Ana Alvarado outlined the changes at Okta’s Oktane conference in the US. She said customers who adopted passkeys typically reduced their average login time by 30 seconds. The team aimed to strengthen security while reducing sign-in difficulties that could frustrate customers and lead to support calls.
AGL initially deployed the upgraded security requirements to two groups of 100,000 users, before extending them to the remaining customers at once. It then encouraged passkey enrolment through targeted messages and prompts within the usual login process.
Customers could defer registration, with options to skip or receive a later reminder. Alvarado said enrolment could also be paused and resumed across sessions and devices. Passkey options appeared only when supported by the customer’s browser and device.
The system uses Auth0 components for customised login screens, guided registration and authentication rules. AGL also added a security dashboard to its portal and app so customers can manage their passkeys, including adding or revoking them.
