BHARAT PETROLEUM · H1 FY27
From digital to intelligent
What the first half built, and how every business moves from apps and buttons to conversations that act.
H1 FY27 Digital Highlights: H1 achievements and H2 focus · Director and Business Heads review · October 2026
TODAY
Customers have already moved in
HelloBPCL and Urja are where Bharat Petroleum's customers now arrive.
HelloBPCL: from download to daily habit
Urja: users and conversations (millions)
Source: H1 FY27 review, pp. 03 and 05
Bharat Petroleum · H1 FY27 review
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TODAY
The work has gone digital too
Deliveries and payments now run on Bharat Petroleum's own platforms.
LPG deliveries through the Operator App
U-Fill, a day's business
Source: H1 FY27 review, pp. 09 and 13
Bharat Petroleum · H1 FY27 review
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TODAY
But service still grows with headcount
When demand spikes, more people answer more calls. And every outlet on Maps is still a phone call away.
SmartLine agents, through the crisis
Freedom Fest on Maps: what 6.35 lakh people did
Source: H1 FY27 review, pp. 02 and 22. Other actions = 6.35 lakh less directions and calls.
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Bharat Petroleum · H1 FY27 review
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The shift: from digital to intelligent
H1 put Bharat Petroleum's customers on digital rails. H2 makes those rails converse, and act.
BUILT IN H1
Digital
Apps, portals and 97% digital LPG deliveries
LIVE NOW
Conversational
Urja in natural language: 1.39 Cr LPG bookings
H2 FY27
Agentic
Conversations that finish the job, across businesses
BPCL's own H2 focus: “Shifting from Gen AI to Agentic AI to increase adoption” and “Scale Urja as BPCL's common conversational engagement layer” (H1 FY27 review, p. 05).
What changes when AI joins every conversation
The same customers, the same systems. A different way of serving them.
The direction set in the H1 review: Urja as BPCL's common conversational engagement layer (p. 05).
Today
Customers find a menu, a form or a queue
Capacity grows with headcount
Each business runs its own channel
Follow-ups depend on someone remembering
Insight comes from samples and surveys
With AI
Customers ask, in their own language, any hour
Capacity follows demand; people take the hard cases
One conversation layer across every business
Every reminder and follow-up happens on time
Every conversation becomes a signal
Bharat Petroleum · H1 FY27 review
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One Bharat Petroleum. One conversation.
One conversational layer across every business.
Bharatgas LPG
City gas
Fuel stations
SmartFleet
MAK Lubricants
Customer service
Bharat Petroleum · H1 FY27 review
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01
LPG: right cylinder, right door
About 97% of deliveries now run through the Operator App, each one geofenced to 30 metres of home.
9
TODAY
LPG: digital, and growing fast
Bookings and deliveries moved to apps in H1; Urja already takes bookings in conversation.
Growth in H1
1.39 Cr bookings with Urja
Made in conversation, April to September
30 metres
Delivery bound to the customer's location
First in market
Lite ZIP booking and delivery
Source: H1 FY27 review, pp. 05 and 09
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Next: the refill that never has to be chased
Proposed for H2: the conversation starts before the customer has to ask.
BOOKED
Delivery date known
From the booking
RUNNING LATE
Delay spotted early
Before anyone chases
ALERT
New ETA, unprompted
A call or WhatsApp, in their language
DELIVERED
A short check-in
On time? Any issue?
NEXT REFILL
Booked in one reply
Only if nothing is open
Proposed. Needs consent and DND checks, and the refill-cycle data to time the reminder.
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02
City gas: the good print, first on MyPNG
All 25 GAs on one platform, and the first of 38 CGDs to go live on MyPNG.
12
TODAY
City gas: the platform is ahead
All 25 GAs on one platform, and the first of 38 CGDs live on MyPNG.
Faster and busier
1.2 lakh+
Customers onboarded on the CP App
1.45 lakh+
Digital LPG surrenders
6 lakh+
In-transit applications
Source: H1 FY27 review, p. 06
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From the first question to the first bill
City gas, one household at a time.
Shown in the next three films: test calls with demo customers, and demo calls.
Today
The household hears about PNG from a flyer or a visit
Cost questions go unanswered, so the form waits
An application stalls at payment, and nobody calls
The first bill arrives as a surprise
With AI
A call explains PNG honestly, one doubt at a time
The cost made small: mostly refundable deposits
A drop-off brings a call and a WhatsApp link back to the step
A reminder before every bill, and complaints heard on the call
Bharat Petroleum · H1 FY27 review
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03
Fuel stations: nearest pump? Just ask.
12,500 outlets on Maps under BPCL's control. Next, one conversation that finds the right one, and a reason to stop.
18
TODAY
The outlet is found on Maps
Hyperlocal put Bharat Petroleum's outlets on Google Maps, under BPCL's own control.
Under BPCL's control
Freedom Fest, one month
Source: H1 FY27 review, p. 02
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The call becomes the visit
Concept: one number for every outlet, answered by AI.
Concept. The film is a demo with AI voices.
Today
A driver calls an outlet number found on Maps
The answer depends on who picks up
Nobody asks how the visit went
With AI
One number, 24 × 7: the nearest outlet, CNG and café, with directions on WhatsApp
Offers that fit: PetroBonus, MAK Quik, In & Out
A feedback call the next day; a complaint reaches the outlet
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04
SmartFleet: no truck stuck at the pump
H1 delivered route prediction for fleet sales officers. Next: a call before any wallet runs dry.
22
A call before the wallet runs dry
SmartFleet, from reactive to proactive.
From a test call with a demo customer (next film).
Today
The wallet runs out; the driver finds out at the pump
The owner calls the helpline to fix it
Idle cards and unused Petromiles go unnoticed
With AI
A call when the balance falls below a day's fuel
The recharge link on WhatsApp, during the call
Idle cards found, Petromiles used, credit offered
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One low-balance call, five ways to grow the account
From one test call with a demo customer.
₹5 lakh
Recharge
About a week of running; 5,000 bonus Petromiles
48,600
Petromiles to use
Enough for a new truck tyre at servicing
2
Finance partners
Fuel on credit
2
Idle cards found
30 days without fuel: an accident and flood damage
15 min
Virtual card
For two trucks with no card, instead of 8–10 days
1
WhatsApp summary
Recharge, bonus and credit details, after the call
Sources: SmartFleet test call, 0:32; SmartFleet test call, 1:52; SmartFleet test call, 2:40; SmartFleet test call, 3:44; SmartFleet test call, 4:34; SmartFleet test call, 6:03
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05
MAK Lubricants: an expert beside every mechanic
The right grade, pack and price for every bike, on the phone and on WhatsApp, in Hindi.
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TODAY
MAK is on the market; scanning is the gap
Retailers are billed; fewer of them scan.
September volume scanned
Retailers, September
Source: H1 FY27 review, p. 07. Billed, not scanned = 1.14 TMT billed less 0.425 TMT scanned.
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An expert beside every mechanic
The counter conversation, with the brand's own expert on the line.
Shown in the film and the calls that follow: live customer calls.
Today
The mechanic guesses, or uses what's on the shelf
The upgrade and the grease are rarely mentioned
Coupons go unscanned
With AI
One call: the bike, the maker's grade, the pack and the MRP
The upgrade and the grease, when they fit
A reminder to scan the coupon in HelloBPCL
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A competitor named, and MAK sold
AI agent ⇄ Rider · Royal Enfield Classic 350 · live call
3:41 · Hindi
AI agent
Rider
Click the waveform to play
RIDER
0:06
जी madam जी, अपने को Castrol lubricant चाहिए था। मिल जाएगा क्या?
Madam, I wanted Castrol lubricant. Can I get it?
AI AGENT
1:10
मैं समझ सकती हूँ Castrol एक जाना-माना नाम है… यह वही grade है जो Royal Enfield आपकी गाड़ी के लिए खुद recommend करती है।
I understand Castrol is a well-known name… this is the very grade Royal Enfield recommends for your bike.
RIDER
2:55
जी madam दोनों कर लेते हैं फिर, दोनों ले लेंगे।
Then let's do both, madam. I'll take both.
Bharat Petroleum · H1 FY27 review
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On WhatsApp, a photo is enough
▶ Click to play · 0:23 · real chat, played back
A customer sends a photo of the bike. Two replies later: the right oil, quantity, pack and price, as text and voice notes.
Recognises the bike
A Royal Enfield Hunter 350, from one picture.
Voice notes too
Every answer also arrives as audio.
Then the next step
Grease, coupons and where to buy.
Bharat Petroleum · H1 FY27 review
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06
Customer service: every call answered
SmartLine kept 20,000+ customer interactions a day flowing through the crisis.
32
TODAY
Conversations at scale, mostly one job
SmartLine scaled with people; Urja's conversations were mostly LPG bookings.
SmartLine agents
Urja, April to September
Source: H1 FY27 review, pp. 05 and 22. Other conversations = 2.21 Cr less 1.39 Cr bookings.
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AI on the first line, people on the cases that need them
Routine questions answered in the customer's language; your agents get every hard case with the full story.
Routine to AI
Status, balances, reminders and bookings, any hour, in Hindi or English.
Warm handover
The transcript, summary and reason reach the agent before they say hello.
Agent assist
Suggested answers and next steps on screen while the agent talks.
Every call reviewed
Quality checks on every call, not a sample.
Bharat Petroleum · H1 FY27 review
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TODAY
The rails are ready
What H1 built underneath: the systems every conversation will read from and write to.
Dealer Credit, H1
Platform and operations
Source: H1 FY27 review, pp. 01, 10, 12 and 17
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One conversation layer for every business
Any channel in, one understanding, the work done in BPCL's own systems.
ANY DOOR
Phone, WhatsApp, app, IVR
The customer chooses
UNDERSTANDS
Urja
Intent, language and history
ACTS
BPCL's systems
Salesforce, SalesBuddy, MyPNG, ALP
CLOSES THE LOOP
Outcome written back
Ticket, booking or payment link
ANY TIME
A person, with context
When it matters
BPCL's H2 aim: “a common conversational customer-engagement layer across BPCL”, with Salesforce complaint integration already connecting service resolution (H1 FY27 review, p. 05).
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Every conversation becomes a signal
H1's analytics see the business; H2's conversations can tell it why.
H1
Retail Pulse
The retail business at India, region, state and territory level.
H1
LPG Pulse
AI-enabled distributor segmentation and eKYC views.
H1
Route prediction
The next outlet for each SmartFleet sales officer.
PROPOSED
Heard on every call
Intent, sentiment and competitor mentions from each conversation, into the same pulse.
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Trust by design
Built for a Maharatna brand. Outbound goes live only after a review with BPCL's compliance team.
Consent and DND first
Promotional calls only with consent and after a DND check, as TRAI's TCCCPR rules require.
A gas leak stops everything
Leak words switch to safety: the 1906 emergency number and a person, at once.
No payments on the call
Never asks for a card, UPI, PIN or OTP. Customers pay through official channels.
Honest about being AI
Says it is a virtual assistant when asked, and never claims to be human.
Only BPCL's facts
Answers from BPCL's product lists and systems. If unsure, it says so.
Every call auditable
Recording, transcript and summary for audit and quality review.
Bharat Petroleum · H1 FY27 review
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TOMORROW
H2 FY27: the road to March
Two targets from the H1 review, and where they stand today.
Targets for H2
Urja
The common conversational engagement layer; from Gen AI to Agentic AI
City gas
A comprehensive digital PNG Domestic and I&C solution
Lubricants
MAK into operational use; RSL nudges
Source: H1 FY27 review, pp. 01 and 12
Bharat Petroleum · H1 FY27 review
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H2 FY27: the road to March
From the H2 focus of each business in the H1 review.
| Business | H2 FY27 focus |
| Urja | Scale as BPCL's common conversational engagement layer; from Gen AI to Agentic AI (p. 05) |
| City gas | A comprehensive digital solution for PNG Domestic, and for I&C customers (p. 06) |
| Lubricants | Move MAK into operational use; launch RSL nudges (p. 07) |
| HelloBPCL | The enhanced experience on the B2B app; MarTech journeys by segment (p. 03) |
| EV | Nationwide interoperability, deeper partner integration, intelligent charging (p. 11) |
| SmartLine | Crisis-ready capacity, dedicated complaint routing, IVR-led HelloBPCL adoption (p. 22) |
| Dealer Credit | ₹2,000 Cr monthly transaction value (p. 12) |
Every line is BPCL's own H2 focus. The conversations in this deck show how each one can be delivered.
Bharat Petroleum · H1 FY27 review
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Energising every conversation
Bharat Petroleum · H2 FY27 and beyond
R
The H1 FY27 review, in full
Every track of the H1 FY27 Digital Highlights, in its own structure: The Big Move, the Scale, what changes, and the H2 focus.
43
H1 FY27: the tracks
Tracks 1–4, and Platform & Operations (15–17).
| # | Story | Headline | Subtitle |
| 1 | Hyperlocal | Nearest Pump? Google Says BPCL. | 12,500 outlets verified; 1.16 crore people found us on Maps without a rupee of media spend |
| 2 | HelloBPCL | From Hello to Habit | 1.28 crore downloads, 3.5 lakh daily users, and the top-rated app among OMCs |
| 3 | BEasyPay | Fuel to Bills, Beyond the Pump, Into the Everyday | Bills and recharges, live inside HelloBPCL since its Global Fintech Fest launch |
| 4 | EV (eDRIVE) | Charge Ahead. Skip the Queue. | Book a slot, plug in at any partner charger, pay in one app |
| 15 | Recon Tool | Every Rupee Finds Its Match | 10 flows live on one platform, 17 more on the way |
| 16 | QA Automation | Tested for Sure | ALP automation coverage from 10% to 96% in six months |
| 17 | Production Support | Uptime, All the Time | 12,000 cases handled, 99.99% recon accuracy, 24/7 watch |
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H1 FY27: Business Support Systems
Tracks 5–14.
| # | Story | Headline | Subtitle |
| 5 | LPG | From Tap to Tawa: Track every step | 97% of deliveries digital, each one geofenced to 30 metres of home |
| 6 | GAS Business | The Good Print, First on MyPNG | The first of 38 CGDs live on MyPNG, all 25 GAs paperless, and 1.2 lakh+ customers onboarded on the go. |
| 7 | Lubes | Genuine Oil. Genuine Rewards. | 1.73 lakh mechanic scans, genuineness checks and a loyalty journey built for them |
| 8 | Aviation BeWinged | Cleared for Take-off, in Real Time | Digital eFDVs for airlines, live stock visibility for HQ |
| 9 | ALP Dealer Credit | Credit Where It's Due: ₹1,600 Crore | Monthly dealer credit up 6.5x as 13,500+ customers came on board |
| 10 | U-Fill | Just UFill. 3.8 Lakh Times a Day. | 6.74 crore vouchers, with outlet onboarding fully automated |
| 11 | PetroTank | Every Drop, Accounted For | Tank to nozzle: gauged, authorised and dispensed digitally |
| 12 | Drive Fresh | Every Washroom Has a Score Now | 3,119 sensors scoring washroom hygiene live across 2,267 outlets |
| 13 | RO Modelling | Right Model for Every Outlet, Sharper Segments & Engagement | Moved onto BPCL's own infrastructure, with 480 Sales Officers uninterrupted |
| 14 | SalesBuddy | Your Buddy from Quote to Closure | Quotes, audits and complaints now run as tracked workflows, not email trails |
Bharat Petroleum · H1 FY27 review
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URJA AI CUSTOMER ASSISTANT · H1 FY27
BPCL H1 FY27 review, p. 05
Urja AI Customer Assistant
Urja scaled conversational service and LPG booking
1.65 Cr
users, April–September
2.21 Cr
conversations
1.39 Cr
LPG bookings
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
Natural-language AI replaces the transactional button bot
02
Approved BPCL knowledge guides app actions and services
03
Salesforce complaint integration connects service resolution
04
Reusable multi-business journeys reduce TCO and channel dependence
H2 FOCUS
Scale Urja as BPCL’s common conversational engagement layer
A common conversational customer-engagement layer across BPCL
IMPACT
Natural-language service connects LPG bookings and complaint resolution
PROUD MOMENT
Positioned as the industry’s first multi-business bot
IN ONE LINE
Shifting from Gen AI to Agentic AI to increase adoption
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Urja: users and conversations
Users and conversations, in millions. H1 FY27 review, p. 05
June
2.69 M users, 3.49 M conversations
July
2.50 M users, 3.26 M conversations
August
2.65 M users, 3.41 M conversations
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HELLOBPCL · H1 FY27
BPCL H1 FY27 review, p. 03
From Hello to Habit
HelloBPCL ready to be powered by Martech
1.28 Cr
total downloads
61 lakh
active B2C / B2B users
3.5 lakh
daily active users
4.5
app rating, highest among OMCs
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
CMS and MarTech enable campaigns without core app releases
02
~45,000 daily KBC interactions and 75,000 daily digital transactions
03
6.3-minute average usage, 25,000+ touchpoints, ~11,000 help interactions
04
LPG tracking, Smart Locator, SBI onboarding and secure support
H2 FOCUS
Extend the enhanced experience to the B2B app
Implementing martech stake to enable journeys and advance segment for business use cases through MarTech
Using propensity models in CDP & hyper segments to increase engagement
Create Advance funnels, cohorts and app analytics through MarTech
PROOF IN MARKET
E-KYC, KBC and Festive campaigns brought national-scale participation into the app
IN ONE LINE
More relevant experiences for mechanics and business users
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HelloBPCL: one app for every business
H1 FY27 review, pp. 01 and 03
One front door
Urja, GAS, Industrial & Commercial, SmartFleet, MAK Lubricants, Bharatgas and U-Fill in one app
4.5 rating
The highest among OMCs
Bharat Petroleum · H1 FY27 review
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BHARATGAS · H1 FY27 · RIGHT CYLINDER, RIGHT DOOR
BPCL H1 FY27 review, p. 09
From Tap to Tawa: Track Every Step
Digital journeys now carry ~97% of LPG deliveries
20.74 Cr
app deliveries, +67%
~97%
deliveries via Operator App
80.23 lakh
COD bookings, +43%
24.29 lakh
online bookings, +65%
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
First-in-market Lite ZIP booking / delivery, FTL and digital SmartBook
02
DAC tracking and delivery bound within 30 metres of customer location
03
1.20 Cr Operator App eKYCs and 37.49 lakh HelloBPCL eKYCs
04
Subsidy visibility, refill ratings, thermal memos and daily reconciliation
H2 FOCUS
Scale HelloBPCL booking adoption
Expand use of the tracking journey
Scale Operator App across the distributor network
PROOF IN MARKET
HelloBPCL booking growth signals wider consumer adoption
PROUD MOMENT
First-in-market Lite ZIP booking and delivery
IN ONE LINE
Wider digital adoption with transparent LPG delivery
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GAS BUSINESS · H1 FY27
BPCL H1 FY27 review, p. 06
The Good Print, First on MyPNG
GAS connected onboarding across all 25 GAs
25
GAs on PNG platform
1.2 lakh+
CP App customers
1.45 lakh+
digital LPG surrenders
2.52 sec
sales report (earlier 50–60 sec)
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
95%+ enrolments through CPs, 40+ enhancements, 6 lakh+ in-transit applications
02
First of 38 CGDs on MyPNG, 2,283+ registrations after 21 Sep 2026
03
Daily transactions rose 33K to 54K, IoT ROs 434 to 534
04
One journey connects payments, installation, tracking and grievances
H2 FOCUS
Deliver a comprehensive digital solution for PNG Domestic
Deliver the Industrial and Commercial customer solution
IMPACT
Connected onboarding improves customer visibility and operating control
PROUD MOMENT
First of 38 CGDs to integrate with MyPNG
IN ONE LINE
Comprehensive digital service for domestic and I&C customers
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MyPNG: India's unified piped natural gas platform
The MyPNG portal and its customer journey. H1 FY27 review, p. 06
Bharat Petroleum · H1 FY27 review
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HYPERLOCAL · H1 FY27
BPCL H1 FY27 review, p. 02
Nearest Pump? Google Says BPCL.
LPG, Retail outlets, MAK servers and Be Café are now discoverable on Google Maps
12,500
RO listings controlled
10,000+
profiles enriched and SEO-ready
~17,000
verified estate listings
WHAT CHANGES FOR BPCL
01
Freedom Fest activated 3,000 ROs for one month
02
6.11 lakh directions and 22,582 calls, ~92% impressions on Maps
03
Role-based offers publish at state, district, territory or outlet level
04
Amenities added Drive fresh, Nitrogen, Free Air, BeCafe
H2 FOCUS ONLINE REPUTATION
AI-assisted review management
Sentiment and territory analytics
AEO/SEO, SEM and always-on offers
Complete enrichment and duplicate resolution
PROOF IN MARKET
Freedom Fest: 1.16 Cr organic impressions and 6.35 lakh actions, no media spend
IN ONE LINE
More discoverable outlets and faster local customer action
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BPCL outlets, verified on Google Maps
Outlet pages with amenities and offers. H1 FY27 review, p. 02
Bharat Petroleum · H1 FY27 review
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EV (EDRIVE) · H1 FY27
BPCL H1 FY27 review, p. 11
Charge Ahead. Skip the Queue.
eDRIVE established a BPCL-controlled EV ecosystem
916
charger URLs / QRs
7
reconciliation flows
In-house
BPCL CMS ready
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
HelloBPCL supports interoperable BPCL and participating partner charging
02
Customers reserve a preferred charging date and time
03
BPCL CDS strengthens ownership and fee efficiency
04
MHI UBC alignment, retail pricing and GST-compliant billing
H2 FOCUS
Expand nationwide EV interoperability
Deepen partner integration
Introduce intelligent charging services
Use advanced analytics
Strengthen customer engagement
IMPACT
One app supports reservations and interoperable charging
PROUD MOMENT
A compliant and scalable foundation for EV services
IN ONE LINE
A nationwide interoperable EV mobility ecosystem
Bharat Petroleum · H1 FY27 review
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BEASYPAY · H1 FY27
BPCL H1 FY27 review, p. 18
Fuel to Bills, Beyond the Pump, Into the Everyday
BEasyPay launched everyday payments in HelloBPCL
10 Sep 2026
launch at GFF, Mumbai
7
bill / recharge categories
One app
HelloBPCL access point
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
Fast and Forward launched at the Global Fintech Fest
02
Gas and household utilities cover LPG, PNG, electricity and water
03
Broadband, DTH and FASTag extend the payment proposition
04
The launch establishes a broader everyday convenience foundation
H2 FOCUS
Make BEasyPay Fast and Forward fully functional
IMPACT
Household payments broaden HelloBPCL’s everyday customer relevance
PROUD MOMENT
Launch expands HelloBPCL into everyday convenience
IN ONE LINE
A fully functional everyday bill-payment and recharge service
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DRIVE FRESH · H1 FY27
BPCL H1 FY27 review, p. 15
Every Washroom Has a Score Now
Drive Fresh made outlet hygiene continuously visible
2,267
retail outlets onboarded
3,119
IoT sensors integrated
6
vendor integrations complete
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
One dashboard combines live sensor status and weekly HHQI trends
02
Humidity, temperature, odour and VOC support proactive action
03
Multi-vendor visibility reduces repeated manual inspection reporting
H2 FOCUS
Progress CISO approval for production rollout
Complete UNO Labs integration
IMPACT
Live hygiene data supports earlier corrective action
PROUD MOMENT
Six vendor ecosystems feed one live HHQI dashboard
IN ONE LINE
Production rollout with a broader integrated vendor view
Bharat Petroleum · H1 FY27 review
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U-FILL · H1 FY27
BPCL H1 FY27 review, p. 13
Just UFill. 3.8 Lakh Times a Day.
U-Fill scaled on an automated transaction foundation
6.74 Cr+
vouchers, April to date
₹2,748.9 Cr+
voucher value, April to date
+17.6%
daily volume, 3.26 to 3.83 lakh
+23.6%
daily value, ₹126.5 to ₹156.4 Cr
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
35+ enhancements, automations and remediations
02
ALP / SAP Hybris automatically synchronise RO and Terminal IDs
03
Voucher, refund and recurring reports distribute automatically
04
Python 3.13 and Angular 22 upgrades caused minimal disruption
H2 FOCUS
Onboard PhonePe as an additional payment aggregator
IMPACT
Automation improves master accuracy and reduces recurring manual work
PROUD MOMENT
Master migration and technology upgrades with minimal disruption
IN ONE LINE
Additional payment-aggregator coverage through PhonePe
Bharat Petroleum · H1 FY27 review
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LUBES BUSINESS · H1 FY27
BPCL H1 FY27 review, p. 07
Genuine Oil. Genuine Rewards.
Lubes moved completed builds toward adoption
2
MAK plants validated
4 reports
30 RSL Data Lake tables
10,049
retailers billed in September
38%
reported scanning adoption
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
MAK cleared UAT and security checks, Finance cleared UAT
02
B2B backend complete, ERP integration and MLP integration progressing
03
4,046 retailers scanned, 1.14 TMT billed and 0.425 TMT scanned
04
MLP core modules complete, B2C genuineness / locator / wishlist added
H2 FOCUS
Move MAK into operational use
Launch RSL nudges and complete MLP integration
Complete B2B ERP work and UAT
Progress Finance Portal CISO approval
Increase retailer scanning adoption toward 100%
IMPACT
RSL will enable invoice visibility and targeted scanning nudges
PROUD MOMENT
MAK completed plant validation and security assessments
IN ONE LINE
Portfolio go-live, adoption and scale
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MAK: the mechanic loyalty journey
Scan rewards, tiers, quarterly summary, leaderboard and benefits. H1 FY27 review, p. 07
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SALESBUDDY · H1 FY27
BPCL H1 FY27 review, p. 04
Your Buddy from Quote to Closure
SalesBuddy standardised execution across five businesses
10
H1 initiatives
11,000+
I&C customer scope
2,000+
MAK Serve garages
1,000+
users trained in 22 sessions
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
Guided pricing and quote PDFs serve 100+ Area Managers / I&C users
02
Geo-validated audits cover 230+ BeCafe and MAK Serve garages
03
Assigned Apna Ghar / MAK cases cover 350+ outlets
04
Voice-agent integration secures case exchange, 20+ TSOs capture opportunities
H2 FOCUS
Finish ZCOM, pricing integration and bulk sharing
Complete the voice-agent integration and stabilise MAK Ka Vishwas
Take Petrochemical modules live
Use audit insights to prioritise field opportunities
Strengthen dashboards, SLAs and role-based learning
IMPACT
Pricing & quotes for I&C and Lubes
PROUD MOMENT
For Implementing field management and summary for visit
IN ONE LINE
End-to-end automation with stronger production stability
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SalesBuddy in the field
Quotes, audits and cases as tracked workflows. H1 FY27 review, p. 04
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CCS SMARTLINE · H1 FY27
BPCL H1 FY27 review, p. 22
CCS SmartLine
SmartLine sustained customer access during the crisis
20,000+
daily customer interactions
150
agents, +35% from 111
310
telecom channels
₹9.37 Cr
4 partner contract value
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
Dedicated Product Quality IVR speeds complaint registration and routing
02
IVR promotes HelloBPCL awareness and digital self-service
03
ESDS and Aadrika enable Aadhaar authentication and command-centre visibility
04
GlobalSign and EAZY ERP enable secure access and business analytics
H2 FOCUS (SUGGESTED IN SOURCE)
Sustain crisis-ready capacity
Embed dedicated complaint routing
Accelerate IVR-led HelloBPCL adoption
Operationalise the four technology capabilities
IMPACT
Expanded capacity kept customers connected during demand surges
PROUD MOMENT
20,000+ daily customer interactions supported during the crisis
IN ONE LINE
Suggested H2 direction: dependable access and digital self-service
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The rails under it all
What H1 built underneath: the systems every conversation will read from and write to.
99.99%
IRIS reconciliation
96% ALP web test automation
₹1,600 Cr
Dealer Credit
Transactions, up from ₹248 Cr
100%
RO Modelling on BPCL
~480 Sales Officers, ~1,000 outlets migrated
Validated
PetroTank
Tank-to-dispensing control, tested in the field
Live
BeWinged
HQ stock visibility and digital eFDVs for aviation
10
SalesBuddy initiatives
Execution standardised across five businesses
Sources: H1 FY27 review, p. 10; H1 FY27 review, p. 12; H1 FY27 review, p. 17; H1 FY27 review, p. 16; H1 FY27 review, p. 08; H1 FY27 review, p. 04
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AVIATION BEWINGED · H1 FY27
BPCL H1 FY27 review, p. 08
Cleared for Take-off, in Real Time
BeWinged connected the aviation eFDV journey
Digital
eFDV capture and sharing
Live
HQ stock visibility
Traceable
field-to-customer workflow
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
Customers gain instant access to Fuel Delivery Voucher information
02
Field capture and stock information share one connected workflow
03
Less manual handling and repeated information exchange
04
Consistent data strengthens accuracy, governance and auditability
H2 FOCUS
Extend the connected digital workflow
Improve visibility across aviation operations
Enable seamless information exchange
IMPACT
Instant eFDV access and live stock visibility reduce manual exchange
PROUD MOMENT
Real-time visibility connects customers, field teams and HQ
IN ONE LINE
Faster decisions and a more transparent customer experience
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IRIS · H1 FY27
BPCL H1 FY27 review, p. 10
IRIS
IRIS connected customer platforms with operating control
6.74 Cr+
U-Fill vouchers
₹2,748.9 Cr+
voucher value
96%
ALP web test automation
99.99%
reconciliation accuracy
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
13,572 dealer-credit customers and ₹1,600 Cr transactions
02
916 EV URLs / QRs, 3,119 sensors across 2,267 ROs
03
10 recon flows live and ~1,000 ROs migrated
04
~97.7% support closure and 140+ QA hours saved
H2 FOCUS
Scale EV, BEasyPay, PhonePe and Urban Loyalty
Expand dealer credit and PetroTank adoption
Complete Drive Fresh approvals and vendor integration
Migrate 17 ALP recon flows and introduce AI-enabled QA
Build predictive monitoring and stronger SLA governance
IMPACT
Automation strengthens transaction handling and service reliability
PROUD MOMENT
Production foundations across EV CMS, RO Modelling and Recon Tool
IN ONE LINE
Customer platform scale with deeper integration and automation
Bharat Petroleum · H1 FY27 review
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ALP DEALER CREDIT · H1 FY27
BPCL H1 FY27 review, p. 12
Credit Where It's Due: ₹1,600 Crore
Dealer Credit adoption and value increased sharply
13,572
customers (earlier 3,291)
4,000
dealers (earlier 1,222)
₹1,600 Cr
transactions (earlier ₹248 Cr)
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
Enhanced pouch features address dealer business needs
02
PetroMiles allocation includes real-time TDS calculation
03
Higher adoption improves tracking and operating governance
H2 FOCUS
Target ₹2,000 Cr monthly Dealer Credit transaction value
IMPACT
Enhanced Dealer Credit improves adoption and operating control
PROUD MOMENT
PetroMiles allocation with real-time TDS
IN ONE LINE
H2 monthly transaction-value target: ₹2,000 Cr
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PETROTANK · H1 FY27
BPCL H1 FY27 review, p. 16
Every Drop, Accounted For
PetroTank validated digital diesel control in the field
Complete
application development
Complete
user acceptance testing
Validated
actual-hardware field testing
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
ATG data makes diesel stock and consumption visible
02
Authorisation-based dispensing controls fuel release
03
Integrated tank and dispensing records improve traceability
04
End-to-end software and hardware validation completed
H2 FOCUS
Progress toward production readiness
Expand adoption after field validation
IMPACT
Digital stock data and controlled dispensing strengthen accountability
PROUD MOMENT
Full ATG-to-dispensing integration validated in real field conditions
IN ONE LINE
Wider adoption of controlled, traceable diesel operations
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RO MODELLING · H1 FY27
BPCL H1 FY27 review, p. 17
Right Model for Every Outlet, Sharper Segments & Engagement
RO Modelling moved to BPCL production without disruption
~480
Sales Officers migrated
~1,000
retail outlets migrated
100%
production migration to BPCL
WHAT CHANGES FOR CUSTOMERS AND BPCL
01
Platform, business data and access migrated to one new production URL
02
Sales Officers retained existing workflows and operating continuity
03
BPCL now controls security, infrastructure and the enhancement roadmap
H2 FOCUS
Build on the secure BPCL foundation
Expand RO Modelling capabilities
Deliver greater value to Sales Officers and the business
IMPACT
Sales Officer work continued while BPCL gained platform ownership
PROUD MOMENT
Platform, data and users migrated without disrupting operations
IN ONE LINE
More capable RO Modelling on a secure BPCL foundation
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Agentic AI & Analytics: H1 highlights
2 use cases delivered: SmartFleet for the Retail BU and LIG for the Lubricants BU. H1 FY27 review, p. 22.
Retail Pulse
Snapshot of the Retail business at All India, Region, State & Territory level; customer sentiment analysis; IPS monitoring
SmartFleet Route Prediction
FC next route (retail outlet) prediction for fleet sales officers; Highway Opportunity Gap Analysis
LPG Pulse
AI-enabled alternate area distributor segmentation; LPG Pulse and LPG e-KYC dashboards; OTP-based delivery on the Operator app
Lubricants
MAK Serve Garage Dashboard; Retailer Scan Loyalty Dashboard
Nudges for actionable insights
Timely nudges on WhatsApp across businesses to empower field officers
Lubes
Unified view of primary, secondary and tertiary (SO area folder); integrated analytics for the Lubes supply chain
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Agentic AI & Analytics: across the enterprise
From the same H1 review slide. Suggested H2 direction: dependable access and digital self-service.
Agentic AI
Use cases and handholding, extended to multiple domains: LPG, Retail Automation, Aviation and more. In-house created Agentic AI using an open-source LLM.
SCO
Supply chain optimisation with a unified view; Pricing Dashboard; Primary Logistic Dashboard; Refinery Unified View
GOBARdhan
Overview of BPCL CBG plants; GAS dashboard
QCC
QCC dashboard for Retail & LPG
Partners on the slide
Deloitte, and BEACON: agentic conversations with data
H2 direction
Dependable access and digital self-service
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Agentic AI & Analytics: the workstreams
Retail, fleet, LPG, lubricants, supply chain, CBG and quality workstreams. H1 FY27 review, p. 22
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A
Appendix
Every recording in full, and the detail behind each journey. MAK: live customer calls. City gas and SmartFleet: test calls with demo customers.
73
MAK: the whole basket on one call
AI agent ⇄ Mechanic · Honda Shine 125 · live call
3:12 · Hindi
AI agent
Mechanic
Click the waveform to play
AI AGENT
0:52
सिर्फ ₹120 ज्यादा में आप MAK 4T Next Pro ले सकते हैं जिससे clutch और gear एकदम smooth हो जाते हैं।
For just ₹120 more you can take MAK 4T Next Pro: the clutch and gears get really smooth.
MECHANIC
1:12
…तो फिर वो Pro वाला ही ले लेंगे। Performance तो अच्छी चाहिए ही होती है।
…so we'll take the Pro. You always want good performance.
AI AGENT
2:34
इसे आप किसी भी Bharat Petroleum petrol pump, पास की दुकान या online Amazon और Flipkart से ले सकते हैं।
You can buy it at any Bharat Petroleum petrol pump, a nearby shop, or online on Amazon and Flipkart.
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MAK: the mechanic explains both oils
AI agent ⇄ Mechanic · Honda Shine 125 · live call
4:09 · Hindi
AI agent
Mechanic
Click the waveform to play
MECHANIC
0:05
जी madam, ये एक bike आई है इसके servicing के लिए तो इसमें engine oil डालना था तो कौन सा engine oil सही रहेगा?
A bike's in for servicing and needs engine oil. Which one is right?
AI AGENT
1:30
…सिर्फ ₹120 ज्यादा में ये bike को एक premium riding experience देता है। तो क्या आप Next Pro ही लेंगे?
…for just ₹120 more it gives the bike a premium ride. So will you take Next Pro?
MECHANIC
1:52
नहीं madam आप देखिए वो तो customer की choice है। मैं उन्हें दोनों product के बारे में बता देता हूँ…
That's the customer's choice, madam. I'll tell them about both products…
Bharat Petroleum · H1 FY27 review
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MAK: a 650 cc rider, long rides
AI agent ⇄ Rider · Royal Enfield Interceptor 650 · live call
3:56 · Hindi
AI agent
Rider
Click the waveform to play
RIDER
0:06
एक bike है Interceptor 650। तो मुझे उसके बारे में यह जानना था कि उसकी performance अभी थोड़ी कमजोर हो गई है, तो मैं क्या करूं?
I have an Interceptor 650 and its performance has dropped a little. What should I do?
AI AGENT
0:59
…MAK 4T Next Synth के साथ आपको यह दिक्कत नहीं आएगी। यह oil high temperature पर भी बहुत stable रहता है…
…with MAK 4T Next Synth you won't have that problem. It stays stable even at high temperatures…
AI AGENT
2:10
…अपनी Interceptor के wheel bearing के लिए MAK Ruby Plus Grease भी जरूर ले लीजिएगा।
…and for your Interceptor's wheel bearings, do take MAK Ruby Plus Grease.
Bharat Petroleum · H1 FY27 review
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City gas: the switch call, in full
Urja (AI agent) ⇄ Amit Kumar · demo customer · test call
3:50 · Hindi
Urja · AI agent
Amit · demo customer
Click the waveform to play
AI AGENT
0:47
P N G का सबसे बड़ा फायदा यह है कि आपको बार-बार cylinder book करने या delivery का इंतजार करने की जरूरत नहीं पड़ेगी।
PNG's biggest benefit: no more booking cylinders again and again, or waiting for delivery.
CUSTOMER
1:13
अभी मेरे पास L P G है तो L P G से वो P N G होगा तो कैसे क्या होगा? फिर कितना क्या खर्चा बैठ जाएगा?
I have LPG now. How does the move to PNG work, and what will it cost?
AI AGENT
1:27
…कुल खर्च लगभग ₹6,000 होता है, जिसमें से ज्यादातर हिस्सा refundable security deposit होता है, जो आपको बाद में वापस मिल जाता है।
…about ₹6,000 in all, and most of it is a refundable security deposit you get back later.
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City gas: the bill reminder, in full
Urja (AI agent) ⇄ Rajesh Sharma · demo customer · test call
2:19 · Hindi
Urja · AI agent
Rajesh · demo customer
Click the waveform to play
AI AGENT
0:09
आपका अगस्त और सितंबर महीने का P N G bill आ गया है। इस bill की राशि ₹2000 है और इसे भरने की आखिरी तारीख 20 अक्टूबर 2026 है।
Your PNG bill for August and September is here: ₹2,000, due by 20 October 2026.
CUSTOMER
0:49
कभी-कभी… gas का pressure low रहता है… office time पे तो हमें थोड़ा fast cooking चाहिए ना।
Sometimes the gas pressure is low… and at office time we need to cook fast.
AI AGENT
1:06
Office जाने की जल्दी में gas का pressure कम होना वाकई काफी असुविधाजनक होता है।
Low gas pressure when you're rushing to office really is a hassle.
Bharat Petroleum · H1 FY27 review
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SmartFleet: the low-balance call, in full
Urja (AI agent) ⇄ Suresh Yadav · demo customer · test call
6:41 · Hindi
Urja · AI agent
Suresh · demo customer
Click the waveform to play
AI AGENT
0:10
आपके Smart Fleet wallet में अभी ₹6200 ही बचे हैं… क्या आप आज ही recharge कर लेंगे ताकि कोई भी truck pump पर ना रुके?
Your SmartFleet wallet has only ₹6,200 left… will you recharge today, so no truck stops at the pump?
CUSTOMER
0:29
जी madam करता हूं मैं।
Yes, madam, I'll do it.
AI AGENT
1:52
आपके पास अभी 48,600 petro miles हैं, जो एक नए truck tyre के लिए काफी हैं…
You have 48,600 Petromiles now, enough for a new truck tyre…
Bharat Petroleum · H1 FY27 review
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One home: seven touchpoints, one conversation
The journey in the film. Demo calls; the figures are the PNG agent's demo values.
DAY 1 · CALL
PNG is here
Benefits, ~₹6,000 mostly refundable
DAY 1 · APP
Stops at payment
In the HelloBPCL app
DAY 2 · CALL
Why did you stop?
Deposit in instalments
DAY 2 · WHATSAPP
Back to the step
Application submitted
WEEK 2 · CALL
How was it?
Complaint → SalesBuddy
WEEK 2 · CALL
Made right
₹100 off · ticket closed
MONTH 2 · CALL
First bill
Paid on the reminder
Bharat Petroleum · H1 FY27 review
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08:40 · On the highway, and CNG is running low
Vikram is driving his family to Nashik. He calls the number on a hoarding he passed.
BEHIND THE SCENES
1
Answers the number on the hoarding, any hour
2
Asks for a location pin on WhatsApp
3
Finds the nearest open station with CNG
4
Sends directions, and remembers the visit for a follow-up
JOURNEYS
STATION LOCATOR
CNG
IN & OUT
FOLLOW-UP
Found in a minute
The nearest station with CNG, 4 km ahead, and the way there on WhatsApp.
Call → WhatsApp · Hinglish
Demo call (AI voices)
VIKRAM
I'm on the highway to Nashik. Where's the nearest Bharat Petroleum pump? I need CNG too.
URJA
I've sent you a WhatsApp message: just share your location.
Live location shared on WhatsApp
URJA
Four kilometres ahead on your left: a Bharat Petroleum station with CNG, and an In & Out store.
Directions sent
Next day: “How was your stop?”
Bharat Petroleum · H1 FY27 review
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MAK: the complete basket, at MRP
Oil, or its upgrade, plus a 500 g pack of grease for one vehicle.
₹896
Activa 6G
Scootech Next 10W-30 800 ml + Ruby Plus grease
₹1,122
Shine 125, upgraded
4T Next Pro 1 L + Ruby Plus grease
₹3,545
Interceptor 650
4T Next Synth 2.5 L + 1 L + Ruby Plus grease
Sources: MAK agent prompt, BLOCK 6 (basket MRPs)
Bharat Petroleum · H1 FY27 review
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Thank you
Bharat Petroleum · H1 FY27 review
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