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.
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.
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.
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.
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. The chatbot responds to the user promptly and in a straightforward manner, so it doesn't overload or confuse the customer.
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.
