BPCL launches AI-enabled chatbot for customer services
Bharat Petroleum Corporation Limited (BPCL) has launched an AI-powered chatbot named 'Urja' to streamline customer service across multiple languages. The tool supports various tasks including LPG booking and fuel station location, aiming to unify the digital customer experience.
Why it matters
The adoption of AI in public sector enterprises demonstrates the digital transformation of essential services in India to improve accessibility and efficiency.
Bharat Petroleum Corporation Limited (BPCL) has launched ‘Urja’, an AI-enabled chatbot designed to provide digital customer services through its website and WhatsApp, according to a release.
The chatbot, powered by artificial intelligence and natural language processing, has been trained on more than 600 use cases and supports 13 languages, including Tamil. More than 45% of interactions are in non-English languages, the release said.
‘Urja’ provides services including LPG cylinder booking, payment and delivery tracking, distributor-related requests, complaints and feedback. It also helps customers locate fuel stations, check fuel prices, access loyalty programme information and obtain details of BPCL products and services.
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