BPCL launches 'Urja', an AI Chatbot to aid customers

Hyderabad Bharat Petroleum Corporation Ltd (BPCL), a State-owned oil company launched 'Urja' an intelligent virtual assisting Chatbot with AI and Natural Language Processing (NLP) capabilities.

With the objective of making BPCL's customer interface comprehensive and integrated digitally, the Chatbot is now available on the company's website for any queries for both B2B and B2C. The virtual assistant is designed to deliver a seamless self-service experience and enable faster resolution of consumer queries and issues.

BPCL has initiated 'Project Anubhav' with an objective of delivering to its vast retail (B2C) and commercial (B2B) customer base a consistent superior and unified experience of the company across multiple touchpoints. Under this project, Urja represents an integrated communication platform that connects all the company's communication to any channel, unifying all customer touch points with a single and cohesive voice.

After a successful 6-month pilot on WhatsApp for enabling LPG bookings, the Chatbot today speaks in 13 languages. Over 45 per cent of the conversations with it are in the non-english languages ensuring inclusiveness for all types of customers of BPCL.

Arun Kumar Singh, Director Marketing, said: "We at BPCL always work hard for welfare of our customers and towards 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 real time resolution of queries."