BPCL(Bharat Petroleum Corporation Limited) launched a chatbot, Urja, on September 4, 2021, as a step to provide its customers with a faultless digital experience. Urja is a digital assistant efficient in AI and NLP( Natural Language Processing), handling query-resolving services of its people reaching out the website. Serving for both B2B & B2C, the assistant helps the company in handing out advanced and encyclopedic solutions to its users without consuming much time.
Under Project Anubhav which was initiated to deliver an integrated experience to its B2B & B2C customers, Urja contributes its services by connecting every business communication collectively to any channel assembling various points of interaction of users, and providing them with one harmonic voice. Together with English and Hindi, Urja chatbot lets its customers avail themselves the services in 11 other regional languages including Telugu, Tamil, Malayalam, Kannada, Bengali, Marathi, Oriya, Gujrati, Punjabi, Assamese and Urdu. Customers connecting with Urja are from all over the country since, evidently, over 45% of conversations with the chatbot is in regional languages highlighting the broad reach of the BPCL’s Urja as a platform.
“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 customers and creating an AI-based virtual assistant for availing key services and to provide real-time resolution of queries,” said Arun Kumar Singh, Marketing Director of BPCL.
What are the services offered by Urja?
The list below follows the services offered by BPCL’s virtual assistant:
⦁ Assists in booking LPG cylinders
⦁ Informing about the price of the cylinders
⦁ Helps in the payment process
⦁ Organizing and updating the delivery status and the history of the bookings of LPG cylinders
⦁ Updating Customer’s mobile numbers
⦁ Providing navigational services, locating nearest fuel station for instance.
⦁ Giving feedback on services
⦁ Resolving queries across all Businesses and services of BPCL.
⦁ Getting informed about the company’s latest products & services.
BPCL: Company’s Overview
BPCL (Bharat Petroleum Corporation Limited), founded in 1952, is a Mumbai-based oil and gas company fully owned by the Indian government. It manages two major refineries in Kochi and Mumbai under the ownership of the Ministry Of Petroleum and Natural Gas. It operates other refineries including Bina Refinery and Numaligarh Refinery. It produces petroleum, Natural Gas, LNG, Lubricants, Petrochemicals, etc.
The company has seven Strategic Business Units(SBUs) namely, Refinery, Retail, Gas, Lubricants, Aviation, LPG, and I&C. Company’s personnel team has K Padmakar as the chairman and Managing Director, Arun Kumar Singh as the Director in Marketing and Refineries, Harshad P Shaha as Independent Director, Rajesh Agarwal and Dr. K Ellangovan as the Government Director. This Fortune 500 company is the best performing ‘Maharatna’ Public Sector Undertaking and is the second-largest Indian Oil Marketing Company with more than 80, 000 employees. Its subsidiaries include Bharat Oman Refinery Limited, Bharat Petroresources Limited, Bharat Gas Resources Limited, Bharat Renewable Energy Limited, etc. Urja as a part of the company’s environment proves the fact that BPCL focuses on customer satisfaction and brings forth the best services with the evolving economic ecosystem.
