New Delhi | 14 November 2026 | PSU News | Digital Transformation
GAIL (India) Limited, India’s leading natural gas company and a Maharatna Central Public Sector Enterprise, has taken another significant step in its digital transformation journey with the unveiling of the first teaser of G-360+, a next-generation Artificial Intelligence (AI)-powered Customer 360 platform designed specifically for its petrochemical business.
The platform aims to integrate customer engagement, onboarding, sales operations, logistics visibility, campaign management and customer journey mapping into a unified digital ecosystem. By leveraging Agentic AI, Generative AI, advanced analytics and a virtual AI assistant, GAIL intends to strengthen operational efficiency, improve customer experience and enable smarter business decisions.
The first teaser of G-360+ was unveiled by Shri Deepak Gupta, Chairman and Managing Director (CMD) of GAIL, in the presence of senior company leadership, including Shri Ayush Gupta, Director (HR); Shri Sanjay Kumar, Director (Marketing); and Shri S K Sinha, Director (Finance).
The initiative reflects GAIL’s growing focus on technology-driven business transformation and its ambition to build a smarter, more connected and customer-centric petrochemical business ecosystem. LinkedIn+2
G-360+: A Unified Digital Platform for Petrochemical Operations
G-360+ is being developed as an integrated digital platform that will bring multiple customer-facing and business functions together under one system.
Traditionally, customer management, sales processing, logistics tracking and marketing activities may involve different operational systems and departments. Integrating these functions through a common digital platform can improve coordination, reduce information gaps and provide a consolidated view of customer interactions.
The platform is expected to cover five major functional areas:
- Customer Engagement and Onboarding: Streamlining customer interactions and onboarding processes through a unified digital interface.
- Sales Operations: Supporting better visibility and coordination across sales-related activities.
- Logistics Visibility and Tracking: Enabling improved monitoring of logistics operations and movement of products.
- Campaign Management: Supporting coordinated marketing campaigns and customer outreach.
- Customer Journey Mapping: Providing a consolidated understanding of customer interactions across different stages of the business relationship.
The platform is designed to be accessible through mobile phones, tablets and desktop computers, enabling convenient access across different business functions. Elets CIO+1
Agentic AI and Generative AI at the Core
One of the most important features of G-360+ is its proposed integration of Agentic AI and Generative AI.
Unlike conventional digital platforms that primarily store and display information, AI-enabled systems can help analyse business information, identify patterns and support decision-making.
The integration of these technologies is expected to provide:
- Actionable business insights: Better utilisation of customer and operational data.
- Operational visibility: A consolidated view of activities across business functions.
- Virtual AI assistance: Easier access to relevant business information.
- Improved collaboration: Better coordination between sales, logistics and customer-facing teams.
- Data-driven decisions: Greater use of analytics to support business planning.
Agentic AI can potentially support more autonomous, multi-step workflows, while Generative AI can assist users in accessing and interpreting business information. The actual capabilities will depend on the platform’s final implementation. Elets CIO+1
Why G-360+ Is Important for GAIL’s Petrochemical Business
GAIL has an established presence in India’s petrochemical industry, supplying products to sectors such as packaging, agriculture, infrastructure, automotive and consumer goods.
Managing a broad customer base and nationwide distribution network requires coordination between customer management, product sales, order processing and logistics.
The introduction of G-360+ is expected to support this complex business environment through a more integrated approach.
A unified customer information system can help business teams understand customer requirements, monitor transactions and improve coordination throughout the sales and delivery process.
For GAIL, this digital integration could also support stronger customer relationships, improved service responsiveness and better utilisation of operational information.
GAIL’s Broader Digital Transformation Strategy
The unveiling of G-360+ reflects the growing importance of artificial intelligence, automation and data analytics in India’s public sector enterprises.
Traditionally, digital transformation initiatives in PSUs have focused on enterprise resource planning, online services, automation and information management. The next phase involves integrating intelligent technologies into core business operations.
GAIL’s initiative demonstrates how a major public sector energy company is exploring AI applications beyond conventional administrative functions and extending digital innovation into customer-facing commercial operations.
The initiative is also aligned with the broader national focus on Digital India, technology adoption and improving the competitiveness of Indian enterprises.
Leadership Behind the Initiative
The unveiling of G-360+ was led by Shri Deepak Gupta, CMD, GAIL, in the presence of senior leadership:
| Leadership | Designation |
|---|---|
| Shri Deepak Gupta | Chairman and Managing Director |
| Shri Ayush Gupta | Director (HR) |
| Shri Sanjay Kumar | Director (Marketing) |
| Shri S K Sinha | Director (Finance) |
The participation of senior leadership from HR, Marketing and Finance highlights the cross-functional significance of the initiative.
About GAIL (India) Limited
GAIL (India) Limited is a Maharatna Central Public Sector Enterprise under the Ministry of Petroleum and Natural Gas, Government of India.
Established in 1984, the company is a major player in natural gas transmission, processing and distribution. Its business portfolio includes natural gas, petrochemicals, liquefied natural gas, city gas distribution, renewable energy and other energy-related activities.
GAIL plays an important role in strengthening India’s natural gas infrastructure and supporting the country’s evolving energy requirements.
What’s Next for G-360+?
The unveiling of the first teaser marks an important milestone in GAIL’s digital transformation journey. However, the company has not yet publicly announced the detailed implementation timeline, technology partner or operational go-live date.
The effectiveness of the platform will ultimately depend on its integration with existing business systems, quality of underlying data, user adoption and the practical deployment of AI capabilities.
If implemented successfully, G-360+ could become an important digital foundation for managing GAIL’s petrochemical customers and business operations.
Conclusion
With G-360+, GAIL is taking another step towards integrating artificial intelligence into its core business activities. By bringing customer engagement, sales, logistics and campaign management under one intelligent digital ecosystem, the company aims to create a more connected, transparent and responsive petrochemical business.
The initiative represents an important example of how India’s Maharatna PSUs are exploring emerging technologies to improve operational capabilities and prepare for the next phase of digital business transformation.
Published by: The Worldonomics Times
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