Oppo has introduced an advanced artificial intelligence (AI) mechanism to enhance its after-sales service system. Reports indicate that the Chinese smartphone manufacturer has implemented its proprietary AI model, AndesGPT, into its customer support framework. This integration aims to provide users with prompt assistance, even outside of regular hours and during holidays. Additionally, Oppo asserts that this development is alleviating the demands on human customer service representatives.
Enhancements in Oppo’s After-Sales Service System
According to GSMArena, the company has rolled out AI-enhanced chatbots as part of its customer support initiatives. These chatbots, utilizing the AndesGPT model, are currently activated in 20 countries and regions. They are capable of communicating in 13 languages, including Chinese, English, Japanese, and Indonesian.
In contrast to human agents, these chatbots operate around the clock, ensuring rapid responses for users even when traditional customer service is unavailable. Presently, the technology successfully services 60 percent of Oppo’s user base, with plans to extend its reach to an additional 21 markets.
Furthermore, Oppo is expanding its customer support services to various online platforms such as Facebook, Like, and Zalo. The company already offers after-sales assistance through WhatsApp in 13 different nations.
To elucidate the functionality of its AI-driven system, Oppo has described a three-stage process. Initially, the chatbots utilize semantic recognition to understand the context and intent behind a user’s inquiry. Following this, the “intelligent routing” mechanism determines whether the issue can be resolved by AI or necessitates human intervention.
In the final stage, the chatbot either provides an immediate solution or informs the user to await a human operator’s availability. These processes are reportedly completed in a matter of seconds.
Oppo claims that the incorporation of AI into its after-sales services has led to a workload reduction of up to 40 percent for its human employees. This allows personnel to concentrate on more intricate issues that demand human insight. Looking ahead, the company plans to extend its AI capabilities into offline environments as well.
