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Shell Malaysia rolls out chatbot to assist lubricants users


Shell Malaysia has introduced an artificial intelligence (AI)-powered chatbot tool designed to give lubricants users in Malaysia easy, real-time access to product support, technical services and lubricants data.

Shell LubeChat, said to be the company’s first AI-powered customer service tool, will be rolled out in key markets around the world to assist both consumer and B2B lubricants customers. Able to be accessed around the clock, it will be available in both desktop and mobile versions.

Designed to optimise efficiency for Shell customers and distributors, Shell LubeChat comes with a variety of ways to assist. This includes finding the right lubricants for an equipment, providing access to technical and safety sheets on Shell products and case studies on customer experiences with Shell products. In addition, the chatbot will also recommend Shell alternatives if the current product has an issue and will also aid in finding the nearest authorised distributors.

The face of Shell LubeChat is “Shelly”, who will answer lubricants-related enquiries as well as provide suggestions on the right type of lubricants for different applications. This is in a bid to reach to customers “instantly” as well as help customers make “faster and better-informed” decisions at any time, the statement read.

“Customers and distributors are at the heart of our business here at Shell. We are continually investing in new solutions and services that make their lives easier and more convenient, and we expect digital platforms to play a key role moving forward,” said May Tan, marketing general manager – Malaysia and Singapore, Shell Lubricants.

Most recently, Shell added four WPP agencies, Wunderman, H+K Strategies, Geometry Global and Mirum on its creative agency roster, following a pitch. The four WPP companies on the global roster will cover strategy and planning, insight-led creative ideation, digital, B2B and trade marketing, shopper marketing, influencer engagement and consumer as well as, B2B PR.