AI Chatbot Automation for a US-Based Petrochemical Supplier

Customer Details:

The client was a petrochemical supplier from the US supplying petroleum products, including olefins and aromatic products, in 19 major States of the United States. The company supplied products from 4 major unconventional and conventional extraction units across the US and Canada and was one of the best sellers of Olefins and Petroleum in the country

Challenges:

The oil and gas supplier was facing a lot of challenges with customer experience and inquiry response time along with the mentioned issues

Responding to outages and planned changes to services, along with handling incidents and service requests.
Employees rely on traditional channels to communicate with the IT service desk. This results in a complex and inefficient customer experience.
We figured, there is no interactive content, no knowledge base, and no self-help capability on the IT self-service portal.

We Helped A US-Based Petrochemical Supplier to improve customer support and cut response time in less than half

At Canopus infosystems, we have already seen similar challenges with other clients in different industries and opted for a chatbot support systems that can deal with basic and recurring inquiries. But it’s still confusing if it would be a great choice in Oil and Gas industry. We collaborated with the team to research on the same and decided on moving forward with an AI Chatbot automation.

We started by creating an AI based support model with vast amount of data made available by the team and integrated is the clients existing ERP portal.

Technology

Result

Implementing an AI Based chatbot support system in existing ERP helped the client achieve following goals

enhanced the end-user experience and increased productivity with a quicker issue resolution.
More than 53% of the queries handled via virtual assistants were fully resolved
Let to 20% increase in qualified leads

Midstream

Asset Information Management and business transformation

Infrastructure Management and Asset Monitoring
Predictive Maintenance and Performance Improvement
Implementation of digital strategy and Business usecases
Process automation advancements

Pipeline Integrity and Leak Detection

Scheduler, pipeline data management, and Incident reporting
Analytics and advanced visualization for corrosion monitoring, failure prediction, leak detection and pipeline inline inspections
Remote pipeline monitoring and surveillance

Trading Applications Development and Analytics

Regulatory and compliance reporting
Forecasting and interactive dashboard for decision making
Conceptualization, development and implementation of strategic trading applications
Application support, maintenance and enhancements

Upstream

Upstream Data Management

Data Strategy
Product Customization and Implementation
Data transfer, validation and integration
Business Intelligence, Data Federation and Data Warehousing

Data Loading and Quality Control

Drilling Data
Process Data
GIS Data
Seismic data
Borehole Data

Production Surveillance

Monitor Asset and Costs
Review events and anomalies
Plan remediation action
Analyze solution effectiveness

Intelligent Oil Field Solutions

E&P Data Management
Integrated Operations
Decision Support Systems

Optimizing Field Operations

Connected ecosystem created using IT/OT integration.
Smarter Construction
Capital Projects Management

OCR and Document Management

Document Control and Information Management
Imaging, content and process management
Record management and archival.

Industry

Length of Association

Project team

Customer Details:

Challenges:

We Helped A US-Based Petrochemical Supplier to improve customer support and cut response time in less than half

Technology

Result

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Downstream

Digital Plant Operations

Supply Chain Optimization

Retail and Marketing Management

Midstream