Bharat Petroleum Corporation Ltd (BPCL), a key player in Oil and Gas Industries in India, has started a digital transformation journey to improve its customer service.
A crucial part of this initiative is the URJA chatbot, the first AI-enabled virtual assistant in the country’s oil and gas industry designed to streamline customer interactions and provide a seamless service experience.
Development and Capabilities of URJA
URJA, developed by BPCL, represents a significant advancement in customer service technology. It is powered by Artificial Intelligence (AI) and Natural Language Processing (NLP) capabilities, trained on more than 600 use cases to handle a variety of customer inquiries efficiently. This enables URJA to understand and process user requests effectively, offering solutions in real time.
Services Provided by URJA
URJA offers a comprehensive range of services to meet the different needs of BPCL’s customers. It facilitates LPG booking and provides updates on the price, payment status, and delivery status of booked LPG cylinders and refill history.
The chatbot also allows customers to change their LPG distributor, update their mobile number, and access services from BharatGas distributors, such as mechanic services and double bottle connections for those with single bottle connections. Also, URJA assists in locating the nearest petrol pump and informs about the current prices of petrol and diesel.
One of the standout features of the URJA chatbot is its ability to communicate in 13 different languages including English, Hindi, Tamil, Kannada, Malayalam, and Telugu, among others. This multilingual capability ensures that BPCL can serve its vast customer base across India more effectively, catering to customers in their native languages and enhancing inclusiveness.
URJA is designed to improve the user experience by providing a user-friendly, intuitive interface that allows customers to interact with BPCL digitally without human intervention. The chatbot is accessible via the BPCL website and has been integrated into WhatsApp, making it extremely convenient for users to access its services from anywhere at any time.
Impact Of Urja On Customer Service
Since its launch, URJA has significantly enhanced BPCL’s customer service efficiency. The chatbot handles a large volume of inquiries daily, reducing wait times and improving customer satisfaction. Over 45 per cent of interactions with URJA are in non-English languages, which highlights its effectiveness in reaching a diverse demographic.
Challenges and Improvements
While URJA has been successful, it faces challenges such as understanding diverse dialects and continuous updates needed to handle new types of customer queries. Ongoing training and upgrades are crucial for maintaining its effectiveness. Future enhancements could include more personalized interactions and expanded services to cover more complex customer needs.
Conclusion
URJA chatbot by BPCL is more than just a technological advancement; it is a strategic tool that improves the digital experience for customers, making interactions simpler and more efficient.
As AI keeps advancing, the potential to further improve customer service through such innovations looks promising. URJA not only demonstrates BPCL’s dedication to its customers but also serves as a model for the future of digital customer engagement in the energy sector.