British Gas has run a major project for its live chat widget, Cosmo, as part of a plan to guide future AI chatbot initiatives and ensure a positive customer experience.
The project has been completed by UK technology, experience and digital marketing agency CTI Digital using the firm’s UX lab and experts.
The UX lab is designed to simulate a comfortable and familiar environment for user participants. Equipped with “cutting-edge” technology, including advanced eye-tracking capabilities and screen capture, the lab allowed researchers to capture every user interaction with precision.
It is claimed this comprehensive data collection facilitated in-depth analysis and the extraction of valuable insights and the collaboration has marked a significant step forward for the energy giant’s commitment to user-centred design.
British Gas user research manager Richie Graham commented: “We believe that UX research is critical to developing products that truly meet our customers’ needs. Partnering with CTI Digital for this project allowed us to gain valuable insights into how users interact with our live chat widget, Cosmo.
“This information will be instrumental in shaping the future of our chatbot initiatives and ensuring a positive customer experience.”
CTI Digital director Michael Ashworth added: “Our UX lab, coupled with our experienced team of researchers, provided the ideal platform for British Gas to gain a deeper understanding of their users’ needs and preferences.
“This knowledge will be instrumental in the development and optimisation of their digital products, ultimately leading to a more seamless and satisfying customer experience.”
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