How British Gas Energy Trust Cut Application Time
from 47 Minutes to 8 Minutes
with an AI Agent
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 turning 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
Removing Barriers to Essential Support
The Challenge
A 47-Minute Form Standing Between People and Help
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.
47-Minute Forms
Too long for people already under stress
High Abandonment
Applicants giving up before completion
Complex Forms
Difficult to navigate for those in need
The Solution
A Digital Worker That Guides, Not Interrogates
We rebuilt the application from a static 47-minute form into a natural 8-minute conversation powered by AI. The digital worker guides applicants through a friendly dialogue, extracting the same information but in a way that feels supportive rather than bureaucratic.
How It Works
From conversation to completed application in minutes
Natural Language Interface
Applicants chat naturally instead of filling in endless form fields. The AI asks follow-up questions based on context, making the experience feel human.
Intelligent Data Extraction
The AI extracts structured data from conversational responses and automatically populates the required application fields.
Empathetic Guidance
The conversation is designed to be supportive and understanding, recognizing that applicants are often in difficult circumstances.
Direct Integration
Conversation data flows directly into existing systems, maintaining compliance and audit trails while improving the user experience.
The Results
More People Getting the Help They Need
-
83% Time Reduction
Application time dropped from 47 minutes to just 8 minutes
-
Higher Completion Rates
More applicants finish the process instead of abandoning
-
More Grants Delivered
The Trust can now fulfil its mission of helping more people in need
-
Better Applicant Experience
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
Built by Operators
Piers Linney
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
Dr Aalok Shukla
CEO & Co-founder
Combined expertise in technology and clinical fields. Experienced innovator in deploying exponential technologies during platform shifts.
aalokshuklaReady to Rebuild Your Customer Experience?
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