In 2021 Drinkaware and Screenmedia worked together to launch The Drinkaware Virtual Assistant on Drinkaware’s flagship website.
The chatbot exists to deliver information, advice, and guidance to people who want to reduce their harmful drinking. It delivers a self-assessment tool using the internationally-recognised Alcohol Use Disorders Identification Test (AUDIT) to determine a user’s risk of alcohol dependence. Based on their result, it triages risky drinkers into personalised support; whether that’s fact-based information, digital tools like Drinkaware’s tracking app, or alcohol support and treatment services.
The chatbot also gathers qualitative data and insight at scale to challenge and validate Drinkaware’s business assumptions with data. These data-driven insights are already informing their research and helping them ideate and iterate responsive digital solutions and health-based interventions based on user need, specifically the needs of those most at risk of alcohol harm.
Initially developed as a proof of concept, since launching in September 2021 the chatbot has guided over 40k people into tailored support routes. Four times more users have engaged with the chatbot than have used Drinkaware’s Drinkchat feature, while also driving a 32% increase in the volume of people getting in touch with human support agents.
Not for Profit, Charity & Education: Bronze
Screenmedia
Drinkaware