Bharat Petroleum transforms CX, bolsters sales, and handles 80 Million+ platform conversations

Founded

1891

Website

www.bharatpetroleum.com

Channels

Website, Facebook, WhatsApp

Use Cases

Customer Service, New Booking, Online Issues Resolution

Challenge

Solution

Impact

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: Dynamic AI agent – Urja

Multilingual bot

Yellow.ai built a multilingual bot, Urja, 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.

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

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.