BP CASE STUDY 2020 BP Prioritises Efficiency and Transforms Contact Center with PolyAI Voice Assistant2 BP Case Study Introduction Multinational oil and gas giant, BP, manages thousands of gas stations across the US. Maintaining contact centers to support these stations whilst sustaining a high standard of customer experience is costly and complex. With the growing technical landscape of customer service automation, BP began to explore options to reduce costs and increase customer experience. The solution needed to be voice-based in order to provide fast, accessible support. It also needed to be advanced enough to handle the complexity of caller’s queries, from broken gas pumps to customer credit card issues, expressed in different words as well as different accents.3 BP Case

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