BPCL's AI enabled chatbot 'Urja' enhances digital experience of customers

BPCL's AI enabled chatbot 'Urja' enhances digital experience of customers

Bharat Petroleum Corporation Limited (BPCL), a ‘Maharatna' and Fortune Global 500 company, today announced the debut of ‘Urja,' an intelligent virtual assistant powered by AI/NLP (Natural Language Processing) and trained on over 600 use cases. With the goal of making BPCL's customer interface comprehensive and digitally connected, Urja, the Chabot, is currently available on the corporate website for B2B and B2C inquiries. The virtual assistant is intended to facilitate self-service and to expedite the settlement of consumer inquiries/issues.

BPCL launched "Project Anubhav" with the goal of providing a consistent superior and unified experience across different touchpoints to its enormous retail (B2C) and commercial (B2B) client base. Urja is an integrated communication platform for Project Anubhav that connects all BPCL communication to any channel, integrating all customer touch points with a single, consistent voice. Urja now speaks 13 languages following a successful six-month test on WhatsApp to enable LPG bookings (English, Hindi, Tamil, Kannada, Malayalam, Telugu, Marathi, Gujarati, Oriya, Bengali, Punjabi, Urdu and Assamese). Over 45% of talks with Urja take place in non-English languages, ensuring inclusivity for all types of BPCL consumers.

BPCL serves an estimated 8.5 crore household LPG clients through a network of over 6000 distributors. With over 19000 petrol pumps located around the country, BPCL now serves approximately 30% of the country's gasoline requirements. Additionally, BPCL serves over 12 lakh B2B customers across sectors with their fuel, lubricants, and gas requirements. Urja's Artificial Intelligence plays a critical role in answering and resolving consumer concerns and requirements.

Customer centricity and customer attention are two of BPCL's main ideals. Mr. Arun Kumar Singh, Director Marketing, said on this effort, "We at BPCL have always worked innovatively and efficiently for the welfare of our customers and the growth of the nation." Through our 'Urja' chatbot, we hope to deliver an entirely new experience for our consumers by developing an AI-powered virtual assistant for critical services and real-time query resolution.”