Oppo is enhancing its after-sales service system with the power of AI. Specifically, it is integrating AndesGPT (its in-house Large Language Model or LLM) into the customer support system.
Right now, the upgraded system operates across 20 countries and regions and can handle requests in 13 different languages. One strength of this system is that it works 24/7 and you can get a response quickly outside of working hours or during holidays. Oppo also runs an AI-driven service on WhatsApp in 13 markets, a first in the industry.
Today, 60% of Oppo users around the world have access to this system. By the end of the year, Oppo wants to expand it to 21 markets and other online platforms like Facebook, Line and Zalo.
The system works in three stages. First, it uses AI semantic recognition to figure out the user’s intent. Then, intelligent routing decides whether this is a request that the AI can handle itself or whether it needs the help of a human operator. Finally, it communicates with the user either to give them an answer or to ask them to wait for human assistance.
The use of AI has reduced the workload of human operators by 40% – this gives them more time to handle the complex issues that the AI can’t answer.
Oppo has established teams in key markets that are tasked with creating regional knowledge bases, fine-tuning the AndesGPT model and collecting user feedback for future improvements.
The company wants to extend its next-generation AI services to offline use cases too. Future applications include Retrieval-Augmented Generation (RAG), a method of improving the accuracy of AI responses by checking relevant data sources instead of relying on just the model’s training data. Email response assistants and intelligent queuing systems are also planned.
“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,” said Samuel Fang, Head of Global After-Sales Services at Oppo.
