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Innovation and technology 4/28/2025

AI-powered efficiency: The Billy project

From proof of concept to AI-powered efficiency
In 2024, SHV Energy took a significant step in artificial intelligence (AI) adoption with the launch of ‘Billy’, an innovative pilot project developed in collaboration with our Belgian business unit, Primagaz. As our first foray into AI, Billy demonstrates our commitment to integrating cutting-edge technologies that enhance efficiency. 

Billy integrates Salesforce with Microsoft Azure AI software to automate the classification of incoming cases. Using intelligent prompting, Azure AI assigns categories to cases within Salesforce, reducing manual effort and improving accuracy. During the initial proof-of-concept phase, automation resulted in time savings of 15 days per year, marking it as an essential first step in our AI journey. 

The next phase of Billy is set to drive even greater impact: by harnessing Primagaz Belgium’s extensive data, Azure AI will generate automated responses to cases, ranging from informational messages to pre-filled templates that employees can refine. This enhancement is expected to save 115 days of employee time per year, significantly boosting our back-office operations. 

Billy marksSHV Energy's first step towards a smarter and more agile way of working. As we continue to refine and expand AI-driven solutions, we continue to optimise processes, empower employees and drive long-term improvements across our business.