Bharat Petroleum Company Ltd (BPCL) has developed an AI-enabled chatbot, Urja – the primary within the nation’s oil and fuel business – to supply its prospects an interface for a seamless self-service expertise and quicker decision of queries/points.
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The chatbot is “an clever digital assistant with AI/NLP (Pure Language Processing) capabilities and skilled on greater than 600 use circumstances,” the corporate mentioned in an announcement.
The digital assistant gives providers resembling LPG reserving, worth and fee standing, and supply standing of booked LPG cylinder and refill historical past.
It additionally permits customers to alter LPG distributor, replace cellular quantity, request providers from BharatGas distributors like mechanic providers, and search double bottle connection (for single bottle connection prospects).
It helps find the closest petrol pump in addition to offers the worth of petrol and diesel. It can be used for searching for doorstep supply of gas.
With the target of constructing BPCL’s buyer interface complete and built-in digitally, Urja is now out there on the corporate web site for any queries for each B2B and B2C.
“The digital assistant is designed to ship a seamless self-service expertise and allow quicker decision of client queries/points,” it mentioned.
BPCL mentioned it has initiated ‘Undertaking Anubhav’ with an goal of delivering to its huge retail (B2C) and business (B2B) buyer base a constant superior and unified expertise throughout a number of touchpoints.
“Beneath Undertaking Anubhav, Urja represents an built-in communication platform that connects all BPCL communication to any channel, unifying all buyer contact factors with a single and cohesive voice,” it mentioned.
“After a profitable 6 month pilot on WhatsApp for enabling LPG bookings, Urja right now speaks in 13 languages (English, Hindi, Tamil, Kannada, Malayalam, Telugu, Marathi, Gujarati, Oriya, Bengali, Punjabi, Urdu and Assamese).”
Over 45 per cent of the conversations with Urja are within the non-English languages making certain inclusiveness for all sorts of consumers of BPCL.
BPCL has a home LPG buyer base of 8.5 crores plus prospects throughout the nation, served by greater than 6,000 distributors. With over 19,000 petrol pumps unfold throughout the nation, BPCL right now serves about 30 per cent of the gas requirement of the nation.
As well as, BPCL additionally providers over 12 lakh B2B prospects for his or her gas, lubricants and fuel necessities throughout industries.
“Urja performs a significant position to reply and supply options for client’s queries and necessities with its Synthetic Intelligence,” the assertion mentioned.
“By our ‘Urja’ chatbot we goal at offering a wholly new expertise for our customers and creating an AI based mostly digital assistant for availing key providers and to supply actual time decision of queries,” Arun Kumar Singh, Director Advertising, BPCL mentioned.
