Bharat Petroleum provides ultimate CX to its diverse customer base, and soars in sales across geographies

Learn how Bharat Petroleum transformed its CX by responding to users in over 13 languages, and led to $10M in sales within 1st week of operations with yellow.ai

Use case:

Customer Service, New Booking, Online Issues Resolution

Channels:

Website, Facebook, WhatsApp

Integration:

NA

Bharat Petroleum Corporation Limited(BPCL), a $40B entity, is one of India’s Public Sector Units with massive reach across the country. Their core product lines include petrol, diesel refining and retailing, LPG bottling and retailing, along with a booming lubricant business.

Founded
1891
Website
www.bharatpetroleum.com
Industry
Oil and Gas
Company size
81,233

Challenge

Providing easy order placement options for a diverse customer base

BPCL wanted to make it extremely easy for their customers to reach them, especially when ordering LPG. Since the customer base of Bharat Petroleum is so diverse, the virtual assistant needed to support 13+ languages, all of which had to be integrated seamlessly with their private cloud in a short span of 30 days to support delivering their AOP.

Solution

01.

Multilingual bot

We built a multilingual bot for Bharat Petroleum which supported 13 languages and was capable of handling a large user base. yellow.ai's unidentified utterance management module helped to classify and train the bots at scale.

02.

Automation at play

yellow.ai automated customer support, sales and loyalty programs across all verticals for the brand - resulting in quicker resolution of customer queries, and ultimately happier customers.

03.

Real-time emergency
assistance

The bot also provides a real-time emergency assist feature across the Oil and Gas product handling, delivering best practices and safety response features.

Impact

500K

LPG booking
facilitated using
WhatsApp bot in just
4 weeks

4.4/5

CSAT Score

99%

Bot Accuracy

Latest insights

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