How Oppo's AI-Powered After-Sales Service System Transforms Customer Support

Futuristic AI-powered after-sales service system illustration with digital elements.

Revolutionizing Customer Service with AI

Oppo is gearing up to redefine the customer service landscape by rolling out an innovative AI-powered after-sales service system. This groundbreaking approach integrates AndesGPT, an in-house Large Language Model (LLM), into its customer support framework. Currently available in 20 countries, this system can communicate in 13 languages, promising prompt assistance around the clock, even during holidays.

24/7 Accessibility: A Game Changer for Customers

One of the standout features of Oppo's service is its 24/7 availability. Customers can access support any time of day without the usual wait times typical of traditional customer service lines. Additionally, the AI-driven service extends to platforms like WhatsApp, becoming a pioneer in the industry by offering support in 13 marked regions.

Improved Efficiency: Less Burden on Human Agents

The introduction of AI has not only enhanced customer experience but also lightened the load on human operators by a significant 40%. This efficiency allows human staff to focus on resolving more complex issues that AI cannot. With this system, AI employs semantic recognition to identify user intent before deciding whether the query can be resolved automatically or requires direct human intervention.

What Lies Ahead: Future AI Applications

Looking forward, Oppo plans to strengthen its AI services by developing more applications for offline use cases. Planned implementations include Retrieval-Augmented Generation (RAG), which checks pertinent data sources to ensure accurate AI responses, and intelligent queuing systems that enhance the customer experience further.

As noted by Samuel Fang, Head of Global After-Sales Services at Oppo, “We have already used AI to empower customer service capabilities across the organization, including R&D and customer experiences. We are transforming our customer services from a reactive to proactive approach that creates a more efficient, intelligent service experience for Oppo users.” With this evolution, customers can anticipate not just answers but thoughtful engagement that aligns with their needs.

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How Oppo's AI-Powered After-Sales Service System Transforms Customer Support

Revolutionizing Customer Service with AI

24/7 Accessibility: A Game Changer for Customers

Improved Efficiency: Less Burden on Human Agents

What Lies Ahead: Future AI Applications

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