KUALA LUMPUR: Shell Malaysia Trading Sdn Bhd has given a friendly face to its online chatbot, and her name is Shelly.
The online artificial intelligence (AI) driven tool Shell LubeChat was brought to our shores last October as a pop-up feature on Shell Malaysia's website.
With AI-powered systems cropping up throughout the online sphere, Shell upped its game by streamlining its guide on products and services to provide customers with an interactive user experience in the digital space.
Its online avatar Shelly is not only equipped with a fun pun-riddled name and animated face but also a wealth of knowledge tapped from over 700 of Shell Global's lubricant experts.
While the main goal of Shell LubeChat is to lend a hand to businesses and customers who are looking for information on lubricants and oils, Shell Lubricants marketing general manager for Malaysia and Singapore, May Tan, said the company believes the service goes beyond selling or supplying their products.
According to Tan, Shell LubeChat goes the extra mile to provide solutions through the expertise of many, so that customers can make faster and better-informed decisions.
"Customers and distributors are at the heart of our business. At Shell, we strive to continuously invest in new solutions and efficient services to make their lives a little easier.
"We believe that digital platforms like this play a key role in ensuring our customers have a convenient and satisfactory experience with us," said Tan.
The digital service can be accessed on devices with Internet connection that ranges from desktops to smartphones, at any time of the day.
What can you ask Shelly?
The information Shelly offers with almost instantaneous responses are prompted by specific or trigger words that you type into the chatbox.
Additionally, there is a sidebar with a list of FAQs to choose from, for those unsure of where to start.
You can find comprehensive material on Shell's range of oils and lubricants at your fingertips. This ranges from products for high-powered construction, industrial and agricultural machinery, to your regular vehicles like cars and motorcycles.
A standout feature is the Shell LubeMatch, a tool that efficiently matches the right oils with the right vehicles within seconds, and at any hour of the day.
With it, businesses have access to expert recommendations pinpointing specific hydraulic oils and lubricant matches for off-highway machines from cranes and tractors, to commercial vehicles.
This translates to a reduction in the general upkeep of vehicles and machinery; for example, a fleet of excavators, to save time and maintenance costs while increasing performance in one fell swoop.
And if you are unable to find the particular oils or lubricants you need, then Shelly is there to suggest suitable alternatives for you at the click of a button.
One of the more interesting features of this technology is decades worth of performance-based case studies which can be accessed through Demonstrated Value Records (DVRs).
DVRs give businesses insight into the experiences of other companies worldwide – their challenges, solutions and the benefits of annual savings through the use of the right products.
The DVRs lay out the application or product's history as well as challenges, solutions and outcomes based on specific customer experience with detailed performance features. The DVRs also deliver total reported annual customer savings (in US dollar), in easy-to-read PDF format.
For smooth flow of info with Shelly, visit www.shell.com.my/lubechat.
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