British Gas Energy Trust Replaces 47-Minute Grant Form with Implement AI Conversational Agent

British Gas Energy Trust, which helps people in financial hardship with grants for energy debt and essential appliances, turned its 47-minute application form into an 8-minute AI-led conversation, an 83% reduction in time. According to the case study published by its vendor Implement AI, completion rates are higher and more grants are being delivered to people who need them. The problem was the form itself. In the case study's words: "The lengthy form took an average of 47 minutes to complete, leading to high abandonment rates." Many applicants who needed support gave up before finishing. Implement AI rebuilt the application as a conversation run by what it calls a digital worker that guides, not interrogates. Applicants chat naturally on the Trust's website, and the AI asks follow-up questions based on context. It extracts the same information as the old form, pulling structured data out of conversational responses, analysing it automatically and populating the required application fields. The Trust's team then receives a complete application ready for review. Conversation data flows directly into existing systems, which maintains compliance and audit trails. The case study does not name the underlying AI model or tools. The case study quotes the Trust's programme team: "The transformation has been remarkable. What was once a barrier to accessing support is now a quick, friendly conversation." The same quote adds that more people are completing applications, which means the Trust can help more families in need. The page gives no completion-rate or grant-volume figures.