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bp agents could save nearly 4k hours with Einstein chat summaries.

Instead of reading call transcripts, bp agents use Einstein 1 Service to get right to work.
3 min read

bp agents have historically read call and chat transcripts to get up to speed on new support cases. Now, Einstein 1 Service can automatically summarize these interactions so agents can get right to work.

About bp

bp is a global company that delivers energy products and services to customers around the world.

The Challenge

bp sets out to improve customer service (and agent) experiences.

When a bp customer has a question about their loyalty points or account, they can use the bp app to chat with a service bot. In the past, unanswered questions went to a live agent along with a lengthy transcript of the conversation.

How Salesforce Helps bp

AI-generated Work Summaries will help agents get up to speed for faster service.

Going forward, Einstein 1 Service will create a succinct synopsis of the bot conversations. Agents won’t have to sift through chats, phone records, or emails to understand the customer's needs. Instead, a short summary will relay the important details needed to confidently kick off the conversation. This way, agents can focus on connecting with customers and resolving cases faster. 

Once the case is resolved and the conversation ends, Einstein will automatically summarize the live interaction. This will create a historical account that agents and managers can review later.

Collaborating to help bp reach time to value faster.

bp partners with both Salesforce Professional Services and Accenture to explore the most successful Einstein adoption and fastest time to value. Together, the strategic partnership is looking to help‬ bp deploy generative AI use cases, initially‬ in a sandbox environment, using masked data to enhance agent productivity and, ultimately, customer satisfaction.‬‬‬‬‬‬‬‬‬

The Salesforce Difference

Having CRM + AI + Data‬ in one place helps bp provide fast, accurate, and personalized responses that could keep agents and customers moving when handling 1.7 million support‬ calls‬ per year.‬ Einstein uses OpenAI to summarize bot transcripts based on customer data. And with Einstein’s trust layer security features, data is never stored outside of bp’s Salesforce org.‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬

estimated hours saved in contact personnel time
50 %
potential increase in inbound requests by shifting toward digital self-serve