Bharat Petroleum Transforming CX, bolstering sales and handling 80 Million+ platform conversations

Bharat Petroleum has transformed its CX for 600 use cases in 13 languages, for 850k platform users with Yellow.ai

Use case:

Customer Service, New Booking, Online Issues Resolution

Channels:

Website, Facebook, WhatsApp

Integration:

NA

Bharat Petroleum Corporation Limited (BPCL), a $40B entity, is one of India’s Public Sector Units with massive reach across India. BPCL has a domestic LPG customer base of over 85 Million customers across the country, served by more than 6,000 distributors. With over 19,000 petrol pumps spread across the country, BPCL today serves 30% of the fuel requirements of the country. In addition, BPCL also services over 1.2 Million B2B customers for their fuel, lubricants and gas needs industries.

Founded
1891
Website
www.bharatpetroleum.com
Industry
Oil and Gas
Company size
81,233

Challenge

Providing easy order placement options for a diverse customer base

To overcome disruptions owing to the pandemic, BPCL needed an AI powered digital solution to seamlessly engage with a large retail and commercial customer base while catering to several regional languages and geographies for 600 use cases. Popular use cases include booking LPG cylinder, Fuel retail etc. These had to be integrated seamlessly with their private cloud in a short span of 30 days to support delivering their AOP.

Yellow.ai deployed AI powered chatbot ‘Urja’, to support an integrated communication platform that connects all BPCL communication to channels like whatsapp and website, unifying all customer touchpoints (B2B & B2C) with a single and cohesive voice.

Solution

01.

Multilingual bot

We built a multilingual bot for Bharat Petroleum supporting 13 languages and capable of handling Yellow.ai's unidentified utterance management module helped to classify and train the bot at scale.

Over 45% of the conversations with Urja are in the non-English languages ensuring inclusiveness for all BPCL customers.

02.

Automation at play

IRIS, is BPCL’s inhouse platform which integrates country wide data in real time. It is also integrated with Yellow.ai’s platform in order to enable automated alerts and actions.

03.

Real-time emergency
assistance

The bot also provides a real-time emergency assist feature across the Oil and Gas product handling, delivering best practices and safety response features.

Impact

500K

LPG booking facilitated using
WhatsApp bot in just 4 weeks

4.4/5

CSAT Score

99%

Bot Accuracy

10Mn

Platform Users exchanged 80 million+ interactions in over 4.8 million sessions with Urja"

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