Anuradha Nagar 
Image credit: Bharat Petroleum
Bharat Petroleum Corporation Limited (BPCL), a Fortune Global 500 Company, has launched ‘Urja’, an intelligent virtual assistant with AI/NLP (Natural Language Processing) capabilities and trained on more than 600 use cases.
The objective is to make BPCL’s customer interface comprehensive & integrated digitally, Urja, the Chabot is now available on the company website for any queries for both B2B & B2C.
The virtual assistant is designed to deliver a seamless self-service experience and enable faster resolution of consumer queries/issues, the company said.
Project Anubhav
BPCL has initiated “Project Anubhav” with the objective of delivering to its vast retail and commercial customer base a consistently superior and unified experience of BPCL across multiple touchpoints.
Under Project Anubhav, Urja represents an integrated communication platform that connects all BPCL communication to any channel, unifying all customer touchpoints with a single and cohesive voice.
The company further added that after a successful six month pilot on WhatsApp for enabling LPG bookings, Urja speaks in thirteen 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 in non-English languages ensuring inclusiveness for all types of customers of BPCL.
BPCL has a domestic LPG customer base of over 8.5 crore customers across the country, served by more than 6000 distributors. Urja plays a vital role to answer & provide solutions for consumer’s queries & requirements with its Artificial Intelligence.
“We at BPCL always work hard for the welfare of our customers and towards the growth of the nation innovatively and efficiently.
Through our ‘Urja’ chatbot we aim at providing an entirely new experience for our consumers and creating an AI-based virtual assistant for availing key services and to provide real-time resolution of queries,” said Arun Kumar Singh, Director Marketing.
Following services are being offered through Virtual Assistance
LPG services
Booking of LPG Cylinders
Know the price of LPG cylinders & Payment for LPG Cylinders
Delivery status of booked LPG cylinder & refill history
Change the LPG Distributor
Update mobile number
Request services from BharatGas distributors like mechanic services
Request Double bottle connection (for single bottle connection customers)
Emergency & Complaints/Feedbacks
Fuel services
Locate nearest fuel station/pump and get directed to the pump
Get Petrol/Diesel Price
Get details of UFill Vouchers
Know about BPCL programme’s and offers including Smartdrive & Smart fleet Loyalty Programme, Fuel Kart Door Delivery etc.
Smartdrive Loyalty Programme: Check Petromiles and wallet balance, check the transaction and recharge history
Request door delivery of fuel through BPCLs Fuel Kart Programme
Feedback from Customers
