Utility Warehouse is transforming how customers manage their essential services — energy, broadband, mobile and insurance — with agentic virtual agents that understand, act and resolve issues autonomously. The result is faster, more personalized support that saves customers time and effort, while giving employees more capacity to focus on meaningful, high-value conversations.
30-50% containment
from Agentic Virtual Agents on WhatsApp
2-3 minutes saved per call
through process automation
3,000+ hours productivity gained
with Predictive Routing
Utility Warehouse has built its business on a simple promise: Help customers save time and money by bringing essential services together into one seamless experience.
But delivering on that promise at scale isn’t easy. Managing energy, broadband, mobile and insurance in a single relationship creates complex journeys — from onboarding to troubleshooting — that can quickly become frustrating if they aren’t handled simply and efficiently.
With ambitious growth plans, Utility Warehouse made a clear choice to remove friction from every interaction and make customer experience its strongest differentiator.
In recognition of its comprehensive use of AI across both customer and employee experiences—including being among the first organizations to deploy agentic AI—Utility Warehouse earned the 2026 Genesys Orchestrators Innovation Award in the Level Up category.
“In such a competitive industry, the experience we provide is crucial to our growth,” said Kevin Mythen, Product Lead, Support Experience at Utility Warehouse. “If we make things easier for customers, we’ll keep them longer and grow faster.”
“In such a competitive industry, the experience we provide is crucial to our growth. If we make things easier for customers, we’ll keep them longer and grow faster.”
Kevin Mythen
Product Lead, Support Experience, Utility Warehouse
To deliver on its mission, Utility Warehouse first focused on creating a unified foundation for customer engagement. By bringing all channels, data and reporting together, the company gained a single, connected view of each customer and their services.
This means every interaction, whether it’s for broadband, billing or mobile, can be handled in context, without customers needing to repeat themselves or switch channels.
“Not only do we have all our media, channels, reporting and data, but we can also easily enable AI components,” noted Mythen. “For the first time, we’re able to view our customers in one platform — every channel, what they’re doing on the web, what they’re doing in the app. And having the ability to leverage the agentic tooling natively means we can move faster.”
“For the first time, we’re able to view our customers in one platform — every channel, what they’re doing on the web, what they’re doing in the app. And having the ability to leverage the agentic tooling natively means we can move faster.”
Kevin Mythen
Product Lead, Support Experience, Utility Warehouse
Utility Warehouse then took the next step of introducing agentic AI to move from helping customers to fully resolving their needs.
With agentic virtual agents, customers no longer need to follow step-by-step instructions or wait to be transferred. Instead, they can start a conversation and have their issue handled from beginning to end automatically.
This is already transforming everyday moments that matter. What used to take multiple steps, channels or conversations can now be completed in one seamless interaction.
Customers don’t need to chase updates, repeat information or navigate complex processes. They simply get their issue fixed quickly and effortlessly.
“We’ve gone from an informational bot experience to an action model,” said Mythen. “It takes what your problem is and actually fixes it without needing to handoff to a human agent.”
“We’ve gone from an informational bot experience to an action model. It takes what your problem is and actually fixes it without needing to handoff to a human agent.”
Kevin Mythen
Product Lead, Support Experience, Utility Warehouse
At the heart of this transformation is a focus on making every interaction feel simple, relevant and personal. Agentic virtual agents tailor conversations in real time based on the customer’s situation, services and history. Instead of generic responses, customers receive contextual support that feels natural and helpful.
In some cases, even the closing message reflects the original issue, which adds a human touch that reinforces trust and satisfaction.
“We’ve moved from simply responding to customers to actually resolving their problems, and doing it in a way that feels personal,” said Mythen.
This ability to deliver one-to-one experiences at scale is key to the Utility Warehouse promise of making everyday services easier to manage, without adding complexity.
“We’ve moved from simply responding to customers to actually resolving their problems, and doing it in a way that feels personal.”
Kevin Mythen
Product Lead, Support Experience, Utility Warehouse
For customers, issues are resolved faster and with less effort. Complex journeys that once required multiple steps and touchpoints are now completed in a single interaction. Similarly, agents are freed from routine queries and can focus on more valuable conversations that can support complex needs, build relationships and contribute to growth.
“Now our agents are open to take on more of the complex, sympathetic calls or cross-selling or up-selling opportunities,” noted Mythen.
Agentic Virtual Agents are also reducing demand on Utility Warehouse employees while maintaining high-quality outcomes. The Wi-Fi troubleshooting Agentic Virtual Agent achieved 30-50% containment via WhatsApp in its initial rollout. In addition, automated diagnostics and auto-summarization are saving agents two to three minutes per interaction.
Ultimately, this is improving the employee experience by reducing effort and increasing confidence.
“It’s not just about saving time,” said Mythen. “It’s about using that time better — helping customers more, building rapport and supporting our growth.”
“Now our agents are open to take on more of the complex, sympathetic calls or cross-selling or up-selling opportunities.”
Kevin Mythen
Product Lead, Support Experience, Utility Warehouse
Utility Warehouse is also extending AI across its service operation to improve employee performance, interaction quality and efficiency.
With knowledge centralized in the Genesys Cloud™ platform, agents receive real-time guidance, summaries and wrap-up support from Agent Copilot, while AI-powered analytics and scoring have expanded quality reviews from just 1% of interactions to around 20,000 per day, giving supervisors far greater visibility into performance and compliance.
And with Genesys Cloud Predictive Routing, Utility Warehouse reduced handling time by more than 3,000 hours across six queues, with further opportunity to scale those efficiency gains across more than 100-plus queues using custom KPIs and AI advisors.
“It’s not just about saving time. It’s about using that time better — helping customers more, building rapport and supporting our growth.”
Kevin Mythen
Product Lead, Experience Support, Utility Warehouse
Building on its success, Utility Warehouse plans to scale AI across more journeys, including adding virtual agents into the voice channel and embedding AI into digital experiences. It’s also exploring the use of agentic virtual agents to autonomously create and route tickets to back-office teams, streamlining manual resolution workflows. This evolution can further free up frontline agents to focus on higher-value, customer-centric interactions.
To guide this growth, Genesys Cloud Customer Journey Management will enable the company to better understand customer behavior, optimize bot performance and identify proactive engagement opportunities.
With support from implementation partner Kerv and Genesys Professional Services, teams can resolve issues faster, test improvements and accelerate innovation as they grow — bringing the same level of simplicity, speed and personalization to every interaction.
From proactive engagement to fully automated journeys across web, mobile and voice, the company is creating a future where managing essential services is effortless for customers.
By combining its service-led business model with agentic AI, Utility Warehouse isn’t just improving efficiency, it’s delivering on its promise to help customers save time and take control of their everyday services.
To learn more about the solutions featured in this case study, visit www.genesys.com.
