Oppo has introduced an AI-powered after-sales service system, integrating its proprietary Large Language Model (LLM), AndesGPT, to enhance customer support. This upgraded system is currently operational in 20 countries and regions, offering support in 13 languages. A key feature includes a 24/7 response capability, ensuring quick assistance outside regular working hours and during holidays.
In an industry-first move, Oppo also provides an AI-driven service via WhatsApp in 13 markets. Currently, 60% of Oppo users globally have access to this AI-powered system, with plans to expand its availability to 21 markets and additional online platforms such as Facebook, Line, and Zalo by the end of the year.
The system operates in three stages: initially, AI semantic recognition determines user intent. This is followed by intelligent routing, which decides if the AI can autonomously handle the request or if human intervention is required. Finally, the system communicates with the user, providing an answer or advising them to await human assistance.
The implementation of AI has led to a 40% reduction in the workload for human operators, allowing them to focus on more complex issues. Oppo has established regional teams dedicated to building knowledge bases, fine-tuning the AndesGPT model, and gathering user feedback for continuous improvement. The company also intends to extend these AI services to offline scenarios.
Future applications include Retrieval-Augmented Generation (RAG) for improved AI response accuracy, email response assistants, and intelligent queuing systems. Samuel Fang, Head of Global After-Sales Services at Oppo, stated, “We have already used AI to empower customer service capabilities across the organization, including R&D, customer experiences, and business operations. Now, through the evolution of AI agent technologies, we are transforming our customer services from a reactive to proactive approach that creates a more efficient, thoughtful, and intelligent service experience for OPPO users.”
