AI Powered Station of the FutureSep 23, 2019

Pre-Purchase

• Get information about Wait Time at fuel station

• Researching offered services and social

recommendation

• Digital touch points

Purchase

• Online order & Service Request placement

• Click and collect

• Automated payment

Post-Purchase

• Receiving proactive customer service (e.g. Next

Service Reminder)

• Resolving problems anywhere

• Providing feedbacks & ideas

• Sharing experience with others

2

Digital Hotspots

?

Journey Planner

Access reviews

and discuss

Fuelling, Shopping & Availing

Services at Gas Station

Receive personalized

assistance

View online

information

Self- or

assisted

checkout/Payments

Receive

product at store

or service elsewhere

Automated/live

customer service

(ENOC Chatbot)

Ongoing

engagement

and offers

Provide feedback

Consider other

offered services

to buy

Receive

personalized offers

Fuel Station Customer Experience Journey

Smart Station – Apps, IOT & Sensors

Environment

Monitoring

Safety

Monitoring

& Alerting

Smart Metering

& Sensing

Security

Monitoring &

Alerting

Out/Indoor

Digital SignageSmart Payment Smart Shopping–

Scan & Go

Vehicle Wait

Time Analysis

Anomaly

Detection

Health & Safety

Environment

In Store

Analytics

• Average wait time at

Fuel Station

• Average wait time at

respective fuel pumps

• Average Wait time of

fuel lanes

• Vehicle Queuing

Management

• Correlation of multiple

fueling to wait time

• Dispenser

Predictive/Reactive

Maintenance Alert

• Fuel attendant/

Customer behavior

analytics

• Overstayed Parking

Time

• Car wait time at Pump

beyond threshold

• Car wait time in

forecourt in moving

zones

• Detect wrong Fueling

(Diesel vs Petrol) when

possible

• Unauthorized Parking

• Smoking at Zone 0

• Child outside at Zone 0

• Crowd at Zone 0

• Mobile phone use at

Zone 0

• Smoke & Fire at Zone

• Missing required safety

equipment during gas

station operations

• Measure heat at

canopies & Vehicle and

recommend Engine

Turn off

• Intelligent Foot Fall

Analysis

• Heat Map Analysis

• Purchase Behavior

• Product Interest

Analytics

• Customer Sentiment

Analytics

• Shopping bill

recognition &

instantaneous

recommendation

Product

Recommendation

• Contextual Product

Recommendation –

Personalized

• Contextual Product

Recommendation –

Predictive

• Personalized &

Interactive

Advertisement

• Service

Recommendation (Oil

Change etc.)

• Dirty Car Washing

Recommendation

Intelligent Station – Machine Learning

Machine Learning Algorithms Competency

Bringing life to the ENOC Fuel Station of the Future“A happy destination for the whole family”

A station that

LEARNSof its customers’

profiles and behaviours

A station that

ADAPTSto its customers’ needs,

with personalized offerings and

recommendations

A station that

SERVESits customers at the comfort and One-2-

One Relationship

A station that

ENGAGESits customers with

personalized Experience

Anonymous Vehicle Identity

Anonymous Customer Identity

Intelligently Link Customer ID to Vehicle ID

Anonymous Customer Relationship

Intelligently Link Forecourt Experience to Cstore

Registered User

CUSTOMER

IDENTIFICATION

Display contextual ads

based on customer profiles

and purchase behavior

WELCOME TO

EXPERIENCE ENOC

ENOC

GAS STATION - EXIT

GAS STATION

ROUTE PLANNING

IN APP

PURCHASES

DIGITAL

SIGNAGE

PILOT Solution @ Single ENOC Fuel Station

FLOORESENCE AND

ORDER

DELIVERY

START END

Anonymous User

Station waiting time

Fuel-bay waiting time

Product recommendations

Pre-arrival purchase

Identification of user at the

station

Insights on user location and congestion

Footfall and shopper behavior

insight

Delivery of orders to vehicle

Vehicle identification on

exit

Feedback and customer analytics

Analytics & Anomaly Detection

Fuel Station Traffic Analysis

Online Orders & Delivery

Customer Experience

Recommended Items Purchase

Vehicle Waiting Time

Hazard Video Analytics

Station Congestion

Vehicle Wait Anomaly

Happy Journey: One-2-One Virtual Customer Agent

Connected Assets

Increasing Automation

Connected Smart Products

Sustainability

Connected Customers

Connected Employees

Seamless & Personalized

Rich Data platforms

Intelligence @Every Activity

Profitable

Growth

Customer

Loyalty

Operational

Excellence

Business Objectives

Roadmap

Systems of Intelligence

Digital Transformation

✓ Identify customers

anonymously or via

registration

✓Personalize offerings and

enable cross-selling by

understanding customer

behavior

✓Personalize communication

via digital signs and app

notifications

✓Offer premium service by

enabling customers to have

orders delivered to their

vehicles

✓Offer new services

personalized one to one

services

✓Monetize data insights by

enabling personalization

and premium services for

partners

✓Balance peak load by

managing queues and

waiting time

✓Maximize asset

performance by capturing

sensor data and applying

predictive maintenance

✓Use of analytics and BI for

optimizing retail operations

such as demand forecasting

and inventory mix

optimization

✓Manage end-to-end wet

stock through live tracking

of fuel levels

✓Field Force Mobility to

enable planning ,scheduling

and logistics optimization

with real time alerts

✓Collaboration and mobile

productivity to enable

innovation, shift

management, and remote

assistance

✓Use analytics and BI to

analyze workforce

productivity

Thank You