Oppo has integrated its proprietary large language model (LLM), AndesGPT, into its after-sales customer support system, which currently operates in 20 countries and regions and supports 13 languages, providing enhanced service accessibility.
This upgraded system functions continuously, offering prompt responses outside standard working hours and during holidays. Oppo additionally operates an AI-driven service via WhatsApp in 13 distinct markets. Currently, 60% of Oppo’s global user base has access to this AI-powered system. The company aims to expand this accessibility to 21 markets and integrate it with additional online platforms, including Facebook, Line, and Zalo, by the close of the current year.
The system’s operational process involves three stages. Initially, it employs AI semantic recognition to ascertain the user’s intent. Subsequently, intelligent routing determines whether the request can be resolved autonomously by the AI or if it necessitates intervention from a human operator. Finally, the system communicates with the user, providing a direct answer or informing them that human assistance will be required.
The implementation of AI has resulted in a 40% reduction in the workload of human operators. This efficiency gain allows human staff to concentrate on more complex issues that the AI is not equipped to handle independently.
Oppo has established specialized teams within key markets. These teams are responsible for developing regional knowledge bases, fine-tuning the AndesGPT model, and gathering user feedback to inform future system enhancements. The company intends to extend its next-generation AI services to encompass offline use cases. Future applications projected for integration include Retrieval-Augmented Generation (RAG), a method designed to improve AI response accuracy by cross-referencing relevant data sources rather than solely relying on the model’s training data. Email response assistants and intelligent queuing systems are also among the planned future developments.
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.”
