Oppo AI-Driven After-Sales Service With AndesGPT Introduced Across 20 Countries

Oppo is revolutionising its after-sales service by incorporating AI technology. The company has integrated AndesGPT, its proprietary Large Language Model, into the customer support system. This upgraded system is operational in 20 countries and regions, supporting 13 languages. It offers round-the-clock service, ensuring quick responses even during non-working hours and holidays.

Currently, 60% of Oppo users globally have access to this AI-driven service. By year-end, Oppo aims to expand it to 21 markets and additional platforms like Facebook, Line, and Zalo. The AI system operates in three stages: recognising user intent through semantic analysis, determining if AI can handle the request or if human intervention is needed, and finally communicating with the user.

AI Integration in Customer Support

The integration of AI has significantly reduced the workload for human operators by 40%, allowing them to focus on more complex issues that require human expertise. Oppo has also pioneered an AI-driven service on WhatsApp across 13 markets, marking a first in the industry.

Oppo's future plans include extending next-generation AI services to offline scenarios. Potential applications involve Retrieval-Augmented Generation (RAG), which enhances response accuracy by consulting relevant data sources rather than solely relying on the model's training data.

Expanding AI Capabilities

Email response assistants and intelligent queuing systems are also part of Oppo's future offerings. 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."

Oppo has established dedicated teams in key markets to develop regional knowledge bases and refine the AndesGPT model. These teams also gather user feedback for continuous improvements. The company envisions transforming its customer services from reactive to proactive approaches through evolving AI agent technologies.

This transformation aims to create a more efficient and thoughtful service experience for Oppo users worldwide. As part of this initiative, Oppo seeks to enhance its customer service capabilities across various organisational functions.