ChinaEnergy and utilities2025 – ongoingSinopec Group
AI digital employees at service stations
Sinopec piloted AI digital employees at more than 40 service stations
Problem
Customers needed help selecting fuel grades and completing self-service payments. Sinopec sought to make assistance available around the clock.
Approach
Sinopec launched AI digital employees on January 18, 2025, including at Nanning Xinyang station. Customers spoke to an on-screen assistant for refuelling guidance. The system also supported the Easy Joy refuelling app and telephone service, using consumption preferences to recommend promotions.
Results
Takeaway
The pilot established deployment coverage, while service-time savings and customer satisfaction remained unquantified.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Sinopec piloted digital employees at more than 40 stations. They provided refuelling assistance and personalised promotions through customer-service channels.
Sinopec announced the January 18 launch and described customers speaking to a digital employee at Nanning Xinyang station. The assistant answered fuel-selection questions and explained self-service operations.
Full details are in the original sources.
