{"id":148394,"date":"2023-04-06T10:34:40","date_gmt":"2023-04-06T05:04:40","guid":{"rendered":"https:\/\/yellow.ai\/case-study\/how-bpcl-improved-their-cx\/"},"modified":"2025-09-29T14:24:54","modified_gmt":"2025-09-29T08:54:54","slug":"how-bpcl-improved-their-cx","status":"publish","type":"case-study","link":"https:\/\/yellow.ai\/uk\/case-study\/how-bpcl-improved-their-cx\/","title":{"rendered":"How Bharat Petroleum drove $10 mn in sales using Yellow.ai VAs"},"content":{"rendered":"\n
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<\/a>All Success Stories<\/a><\/p>\n\n\n\n

Bharat Petroleum transforms CX, bolsters sales, and handles 80 Million+ platform conversations<\/h1>\n\n\n\n

<\/p>\n\n\n\n

\n
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\"\"<\/figure>\n\n\n\n
\n
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Founded<\/p>\n\n\n\n

1891<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
\n
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Website<\/p>\n\n\n\n

www.bharatpetroleum.com<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\n
\"\"<\/figure>\n\n\n\n
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Channels<\/p>\n\n\n\n

Website, Facebook, WhatsApp<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
\n
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Use Cases<\/p>\n\n\n\n

Customer Service, New Booking, Online Issues Resolution<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
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\n
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Challenge<\/a><\/p>\n<\/div>\n\n\n\n

\n

Solution<\/a><\/p>\n<\/div>\n\n\n\n

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Impact<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

\n

Challenge<\/h2>\n\n\n\n
\n\n\n\n
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Providing easy order placement options for a diverse customer base<\/h3>\n<\/div>\n\n\n\n
\n

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 cylinders, fuel retail, and more. 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 an 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 &amp; B2C) with a single and cohesive voice.<\/p>\n\n\n\n

<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solution: Dynamic AI agent – Urja<\/h2>\n\n\n\n
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1<\/p>\n\n\n\n

Multilingual bot<\/p>\n\n\n\n

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 non-English languages, ensuring inclusivity for all BPCL customers<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"\"<\/figure>\n<\/div>\n\n\n\n
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2<\/p>\n\n\n\n

Automation at play<\/p>\n\n\n\n

IRIS, is BPCL\u2019s inhouse platform which integrates country wide data in real time. It is also integrated with Yellow.ai\u2019s platform in order to enable automated alerts and actions<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/p>\n\n\n\n

Real-time emergency assistance<\/p>\n\n\n\n

The bot also provides a real-time emergency assist feature across the Oil and Gas product handling, providing best practices and safety response features.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n
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Impact<\/h2>\n\n\n\n
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\r\n \r\n
\r\n
\r\n
\r\n
\r\n
\r\n

HIGH ADOPTION<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n K<\/span>\r\n <\/div>\r\n

<\/div>\r\n

LPG booking facilitated using WhatsApp bot in just 4 weeks<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

INCREASED CSAT<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n \/5<\/span>\r\n <\/div>\r\n

<\/div>\r\n

CSAT Score<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

HIGH ACCURACY<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

Bot Accuracy<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n\n\n\n

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