Oppo is increasing its after -sales service with AI’s power. In particular, it is integrating Andesgpt (its in-house large language model or LLM) in the customer support system.
Right now, advanced system operates in 20 countries and regions and can handle requests in 13 different languages. One of the strength of this system is that it works 24/7 and you can get a quick response outside the work hours or during the holidays. Oppo also run an AI-operated service on WhatsApp in 13 markets, which is the first time 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 cementic recognition to detect the intentions of the user. Then, intelligent routing decides whether it is a request that AI can handle itself or does it need a human operator’s help. Finally, it communicates with the user to either answer them or 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 complex issues that AI cannot answer.
Oppo has established teams in major markets, which have been tasked to creating the basis of regional knowledge, fixing the AndesGPT model and collecting user feedback to the future improvement.
The company also wants to extend its next generation AI services in cases of offline use. Future applications include recover-obtained generation (RAG), which is a method of improving the accuracy of AI reactions by checking relevant data sources rather than only relying on the training data of the model. Email reaction assistants and intelligent queue systems are also planned.
“We have already used AI to strengthen the customer service capabilities in the organization, including R&D, customer experience and professional operation. Now, through the development of AI agent technologies, we are turning our customer services from a reactive to active approach that makes more skilled, thoughtful and intelligent service experience for users,” Samuel Fang, head of Global after-cell services in Oppo, said.
