Shell is a household name in energy and petrochemicals, employing over 93,000 people. It is the global market leader in branded lubricants, which are marketed in approximately 100 countries. With nearly 190,000 records on its active lubricants product list alone, advising partners and distributors which product is suitable for a particular vehicle, engine and use is a highly skilled task – and giving the wrong answer a potentially very costly mistake. This is further complicated by the questions asked by distributors, which tend to be more complex than those asked by members of the public, who rarely ask for a product by name.
In view of this, Shell turned to Artificial Solutions to discover how they could take advantage of artificially intelligent, humanlike digital employees to transform their customer service.