British Gas Energy Trust helps people in financial hardship with grants for energy debt and essential appliances. Their 47-minute application form was creating barriers. By transforming it into an 8-minute natural conversation, more applicants now complete the process and receive the support they need.
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Key Outcomes
The Challenge
British Gas Energy Trust provides vital grants to people struggling with energy debt and essential household needs. But their application process was a barrier rather than a bridge.
The lengthy form took an average of 47 minutes to complete, leading to high abandonment rates. Many people who desperately needed support simply gave up before finishing.
Too long for people already under stress
Applicants giving up before completion
Difficult to navigate for those in need
The Solution
We transformed the application from a static 47-minute form into a natural 8-minute conversation powered by AI. The chatbot guides applicants through a friendly dialogue, extracting the same information but in a way that feels supportive rather than bureaucratic.
From conversation to completed application in minutes
Applicants chat naturally instead of filling in endless form fields. The AI asks follow-up questions based on context, making the experience feel human.
The AI extracts structured data from conversational responses and automatically populates the required application fields.
The conversation is designed to be supportive and understanding, recognizing that applicants are often in difficult circumstances.
Conversation data flows directly into existing systems, maintaining compliance and audit trails while improving the user experience.
The Results
Application time dropped from 47 minutes to just 8 minutes
More applicants finish the process instead of abandoning
The Trust can now fulfil its mission of helping more people in need
A supportive conversation instead of an intimidating form
The transformation has been remarkable. What was once a barrier to accessing support is now a quick, friendly conversation. More people are completing applications, which means we can help more families in need.
Leadership
Executive Chairman & Co-founder
Award-winning technology entrepreneur who has provided technology services to clients ranging from SMEs to FTSE-100 companies across sectors from retail to defence.
pierslinney
CEO & Co-founder
Combined expertise in technology and clinical fields. Experienced innovator in deploying exponential technologies during platform shifts.
aalokshuklaSee how Implement AI's conversational AI can simplify complex processes and improve outcomes.
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