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.
