Case Study: Shell achieves faster, smarter customer service with Artificial Solutions

Artificial Solutions Fuels Shell’s AI Digital Employees

Shell, a global energy and petrochemicals leader, faced the challenge of helping partners and distributors choose the right lubricant from nearly 190,000 product records across a highly complex catalog. To improve this technical support process, Shell worked with Artificial Solutions and used the Teneo platform to build AI digital employees Emma and Ethan.

Artificial Solutions implemented a multilingual, AI-powered solution that connected internal and external data sources, handled complex product and vehicle queries, and could ask follow-up questions when information was missing. The result was a faster self-service channel that successfully resolved 74% of issues, understood 97.4% of questions correctly, reduced live-agent call volumes by 40%, and delivered answers that met user expectations 98.8% of the time.

Shell

Emma

Shell