In our most recent webinar, we explored a rapidly advancing area of digital transformation: the redefinition of website experiences through AI agents. Richard Dixon, Chief Digital Officer at Black Sun, and Mirko Savarese, Group Chief Technology Officer at the Positive Change Group, engaged in a forward-thinking discussion on the strategic role of AI-powered virtual assistants. The session highlights AIVIA, Black Sun’s new AI chatbot, with a live demonstration illustrating how it elevates digital engagement and user experience.
Before detailing AIVIA’s capabilities, it is important to highlight the growing importance of delivering engaging content, ensuring consistency across channels, and leveraging advanced technologies—all of which are increasingly driven by AI.
Search Transformation: With more than 60% of searches now “clickless,” the importance of owning and optimising content directly on your website is more critical than ever.
Conversational Interfaces: Within the year, approximately 60% of digital interactions are expected to occur via voice or chat interfaces, fundamentally altering website design and engagement strategies.
Hyper-Personalisation: AI now enables real-time content personalisation, aligning output with individual user behaviour and preferences to maximise relevance.
AI-Generated Content: Whether automating translation, content generation, or multimedia creation, AI accelerates the delivery of diverse and high-quality content.
Enhanced Analytics: AI facilitates swift analysis of extensive datasets, thereby supporting better decision-making and personalised experiences.
Cybersecurity: As threats grow increasingly sophisticated, AI is leveraged both to safeguard systems and to mitigate the emerging risks posed by AI-generated malware.
According to PwC, AI chatbots are expected to facilitate up to 60% of all website interactions by 2030—making their adoption a strategic imperative. At Black Sun, we are focused on enhancing customer service and stakeholder engagement, and this is where AIVIA comes into play.
Among its most impactful features, AIVIA enables users to obtain instant answers to queries through natural language—eliminating the need to navigate complex site structures or locate buried resources. Users simply pose a question, and AIVIA responds in a clear, conversational format drawn directly from real-time website content.
From assisting users in understanding service offerings to helping them find investor or career information, AIVIA functions as a knowledgeable digital concierge. Its responses are not merely hyperlinks—they are context-aware, accessible, and well-structured.
Additionally, AIVIA reduces the workload for internal teams by managing routine enquiries, thereby allowing professionals to focus on higher-value activities. It also generates strategic insights from user interactions—highlighting frequently asked questions, content gaps, and emerging stakeholder concerns.
Purpose-built by Black Sun’s in-house team, AIVIA is designed for seamless integration with client websites. Its operational model follows five key steps:
Interaction: The user initiates a query via text or voice using natural language.
Retrieval: AIVIA searches the site’s public-facing content to locate relevant information.
Response Generation: A secure, Microsoft-powered language model produces a contextually accurate and clear response based solely on available site content.
Presentation: Answers are delivered in a user-friendly format, incorporating bullet points, headings, and visual emphasis where appropriate.
Analytics: Each query and interaction is logged and analysed through Google Analytics to provide visibility into user behaviour and intent.
Importantly, when sufficient information is unavailable, AIVIA declines to speculate—ensuring reliability, transparency, and user trust.
From explaining “Who is Black Sun?” to clarifying the nature of the “Digital Index,” AIVIA delivers articulate responses with citations. It even handles recruitment-related enquiries by linking users directly to career content and signals future integration with applicant tracking systems.
Speech functionality to allow auditory delivery of responses
Daily re-indexing to ensure content remains current
Custom branding to match organisational tone, name, and visual identity
To find out more about how AIVIA works in action, visit our AIVIA demo page.
Once implemented, AIVIA provides comprehensive usage data via Google Analytics.
This includes:
The most frequently asked questions and topics
Trends in stakeholder interest
Areas where content requires improvement or clarification
These insights serve as a roadmap for continuous improvement and enhanced user engagement.
Implementing AIVIA entails two core phases: initial setup and ongoing optimisation.
During implementation, Black Sun oversees:
Deployment and website integration
Content indexing and structuring
Custom configuration of AI parameters
Optional hosting via Microsoft Azure
Security features such as profanity filters and rate-limiting
Following the launch, the Black Sun team continues to manage updates, monitor system performance, and provide client support—ensuring optimal functionality with minimal client-side maintenance.
AIVIA delivers measurable benefits for all stakeholders:
End users receive timely, intuitive responses 24/7
Internal teams experience a reduction in repetitive queries
Leaders gain visibility into stakeholder concerns and engagement
Brands benefit from stronger digital reputations and improved user experience
Websites will need to become more structured, semantically tagged, and optimised for AI interpretation. Furthermore, the future of user experience relies on real-time content personalisation and dynamic site adaptation.
AI will also contribute directly to content creation—producing drafts, reformatting content, and suggesting relevant updates. In essence, AI agents like AIVIA are not simply enhancing existing websites—they are redefining how websites are constructed and experienced.
Black Sun remains committed to leading innovation in AI-powered stakeholder engagement, our next webinar is on AI and the Future of SEO: Navigating the Digital Shift.
Join us for an insightful webinar on AI and Its Impact on SEO, where we’ll explore how AI is transforming search engine optimisation.
Discover how the latest AI-driven tools are transforming SEO strategies, from enhancing website rankings and user experience to integrating technologies like voice search and chatbots, with practical steps for implementing them into your existing workflow.
Sign up to the webinar here: https://us02web.zoom.us/webinar/register/WN_qB2TC80eRcaxhBDH_VNuqg
To request access for the full webinar recording, or if you are interested in a personalised demonstration of AIVIA, please contact Bob Crosbie-Dawson at bcrosbie-dawson@blacksun-global.com.
About Black Sun
Black Sun Global is a stakeholder advisory and engagement agency that's been driving transformation and positive change for ambitious brands for more than 20 years. With deep expertise in disclosure and reporting, ESG, sustainability, and digital engagement, we reshape how organisations connect with customers, investors, employees, and the wider world.
We are trusted partners to some of the most influential global organisations, sparking innovation and sustainable performance through our strategic insights, partnerships, and proprietary technologies.
As founders of the Positive Change Group, we are on a mission to create a new kind of stakeholder relations partner. Our world-class specialists work closely with executive leadership teams to protect reputations, inspire trust, and promote responsible business practices - building resilience and long-term value in a rapidly changing world.
For more information, please visit: www.blacksun-global.com
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