Opp is revolutionizing its customer support system by incorporating advanced AI technology. By integrating AndesGPT, Oppo's in-house Large Language Model, into its after-sales service, the company is paving the way for more efficient and intelligent customer interactions.
This upgraded system, currently operational in 20 countries and regions, offers support in 13 languages and operates 24/7, ensuring prompt responses to customer queries even outside of regular working hours. Oppo is also leading the industry with its AI-powered customer service on WhatsApp in 13 markets.
At present, 60% of Oppo users worldwide have access to this enhanced service, with plans to expand to 21 markets by the end of the year. The system functions in three key stages, using AI semantic recognition to understand user queries, intelligent routing to determine whether AI or human intervention is required, and effective communication with users to provide solutions or direct them to human operators when necessary.
With the integration of AI, Oppo has reduced human operator workload by 40%, allowing them to focus on more complex issues. The company has dedicated teams in key markets to enhance regional knowledge bases, refine the AndesGPT model, and gather user feedback for continuous improvement.
Future plans include extending AI services to offline scenarios, implementing Retrieval-Augmented Generation (RAG) for enhanced response accuracy, and introducing email response assistants and intelligent queuing systems.
Samuel Fang, Head of Global After-Sales Services at Oppo, stated, “We are transforming our customer services through AI technologies, providing a proactive approach for a more efficient and intelligent service experience for Oppo users.”
