Transforming Indian Petro Retail: Enhancing Customer Experience through IoT and AI Solutions

This study uniquely explores the applicability and impact of deploying an IoT and AI-driven solution, specifically a CCTV-based system, to enhance customer experience at a fuel retail outlet in India. The solution leverages IoT and AI technologies to capture customer details, ensure adherence to safety protocols, and monitor service delivery standards. By adopting a technology-led approach, the initiative aims to improve service efficiency, enhance customer satisfaction, and elevate overall customer experience.

The experiment was conducted at a fuel station in Mumbai from August to October 2020. During this time, data was systematically collected and analysed to assess the solution's effectiveness. The findings demonstrate the utility of an IoT and AI system in identifying and tracking customer behaviour and movements on the forecourt. The solution proved particularly effective in enforcing safety protocols, contributing to a heightened sense of security among customers, which, in turn, positively influenced their satisfaction levels.

The research highlights several benefits of implementing IoT-based solutions in petro retail. These include improved customer identification, enhanced operational efficiency, and increased customer acquisition and retention. The integration of such technologies not only boosts customer satisfaction but also contributes to a more seamless and engaging customer experience, ultimately driving higher sales performance.

This study represents a pioneering effort to explore the application of IoT and AI solutions in the Indian petroleum retail sector. It underscores the potential of these technologies to transform service delivery and customer interactions, setting a foundation for further research and innovation in this field.