Case Study: Utilita achieves 87.3% self-service and major cost savings with Genesys DX (Genesys)

Finding self-service success

Utilita, the UK’s leading prepay energy supplier, faced high call volumes and fierce competition in a sector with thin margins, where customers expect fast, digital-first service. With frequent touchpoints from prepay customers and a need to do more with less, Utilita sought a way to speed up responses, reduce call handling costs and improve the overall customer experience.

Utilita implemented Genesys DX chatbots to emphasize self-service, using an intuitive dashboard to monitor gaps and roll out improvements quickly. In the first 10 months the bot handled more than 1 million engagements, achieved an 87.3% self-service score, automated over 20,000 password resets and delivered significant cost savings by deflecting expensive phone calls — all while accelerating answer rates and enabling continuous system improvements.

Utilita

Martin Filler

Head of Contact Center