Last year Accenture reviewed AGL's Virtual Assistant's (VA) performance and identified key opportunities, improvements and alignment to strategic goals.
Exo Digital was involved in designing a new Virtual Assistant character and improving the VA's customer experience.
The design team's task was to create a more charismatic VA.
In the initial user testing with customers, people were drawn to cuter characters with faces; however, this did not reflect the AGL brand.
The concept leans on the abstract compositions of the previous examples to make it feel like a bot rather than a human.
The avatar is dynamic, changing with the context of the conversation or interaction to show the user that they are being heard and understood.
Together we created a natural flow of interacting with the chatbot with options rather than just typing text.
Acknowledgement
Exo Digital would like to acknowledge the Traditional Custodians of the land, the Bunurong Boon Wurrung and Wurundjeri Woi Wurrung peoples of the Eastern Kulin Nation and pays respect to their Elders past, present and emerging.
Acknowledgement
Exo Digital would like to acknowledge the Traditional Custodians of the land, the Bunurong Boon Wurrung and Wurundjeri Woi Wurrung peoples of the Eastern Kulin Nation and pays respect to their Elders past, present and emerging.
