IndiaEnergy and utilities2021 – ongoingBharat Petroleum
Urja multilingual customer-service assistant
Bharat Petroleum said over 45% of Urja conversations used languages other than English
Problem
Bharat Petroleum served retail and business customers across India. It needed a consistent way to answer questions across customer touchpoints and languages.
Approach
BPCL launched Urja, an AI assistant using natural language processing, on its website. It trained the assistant on more than 600 use cases and completed a successful six-month WhatsApp pilot for LPG bookings, according to the company.
Results
Takeaway
Languages other than English accounted for a substantial share of actual conversations, making language coverage relevant to service access.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
Mint reported BPCL's launch of Urja and its completed WhatsApp LPG-booking pilot. BPCL said the assistant supported 13 languages and that over 45% of conversations used languages other than English.
Full details are in the original sources.
