AGL Virtual Assistant
AGL Virtual Assistant

Building trust and customer engagement with a Virtual Assistant

Overview

Last year Accenture reviewed AGL's Virtual Assistant's (VA) performance and identified key opportunities, improvements and alignment to strategic goals. As a strategic partner, Exo Digital provided highly skilled practitioners, embedding them with the AGL design teams, delivering exceptional results.

Exo Digital was involved in designing a new Virtual Assistant character and improving the VA's customer experience by creating trust and engaging AGL's broad customer base. We reviewed the Accenture report and worked with the AGL business facilitating workshops and research to support the required changes.

 

AGL Virtual Assistant

Our Proposal

Consulting

Design Workshop
User Interviews

Strategy & Innovation

User Research
Landscape Review

UI & UX Design

UI & UX Design
Motion Design
Service Design

The Solution

01.
Defining the Virtual Assistant's identity and personality
The Exo Digital and AGL teams worked together to outline critical design activities to improve the customer experience of the Virtual Assistant.
02.
Defining tone of voice and content style guide
Exo Digital conducted stakeholder interviews to understand the vision and roadmap for the Virtual Assistant. We explored ways to align the bot's tone of voice with the AGL brand and defined the "do's and don'ts of bot conversations, writing scripts for bot/conversation mapping.
03.
Implementing design workshops & surveys
We sent surveys to the key stakeholder group to capture thoughts on what builds trust and the key attributes for the VA persona. We facilitated design workshops to build confidence in bot conversations and define a better engagement experience for the Virtual Assistant.
04.
Designing visual sonic style guide
Exo Digital provided an analysis of the current gaps in the user interface (UI). We implemented design styles to align with the digital UI kit. We also designed the VA's avatar, components and patterns.
service-consulting

Consulting

Defining the VA's persona

The design team's task was to create a more charismatic VA. We developed it to give the user the impression that they are talking to an intelligent bot and being honest about its limitations. The VA needed to be professional while acting as a trusted friend, offering tailored advice and support for users.

 

 

AGL Virtual Assistant
service-strategy

Strategy & Innovation

User Testing

In the initial user testing with customers, people were drawn to cuter characters with faces; however, this did not reflect the AGL brand. We conducted stakeholder interviews to develop a persona with a personality that reflected the AGL branding.

AGL Virtual Assistant
AGL Virtual Assistant
AGL Virtual Assistant
service-uiux

UI & UX Design

Virtual Assistant Character Design

The concept leans on the abstract compositions of the previous examples to make it feel like a bot rather than a human. Most people we spoke with wanted less human representation for the visual persona and somewhere between a neutral image or a faceless character.

AGL Virtual Assistant
Virtual Assistant Motion Design

The avatar is dynamic, changing with the context of the conversation or interaction to show the user that they are being heard and understood.

AGL Virtual Assistant
AGL Virtual Assistant
AGL Virtual Assistant
Redesigning chatbot experience

Together we created a natural flow of interacting with the chatbot with options rather than just typing text. The chatbot responds to the user promptly and in a straightforward manner, so it doesn't overload or confuse the customer.

AGL Virtual Assistant
AGL Virtual Assistant
AGL Virtual Assistant

Send us a message

Shoot us an email

hello@exodigital.com.au

Come find us

Level 12 / 360 Elizabeth St Melbourne, VIC 3000