After launching its new Reno14 Series globally, OPPO is now upgrading its customer support system using its own AndesGPT large language model. This move makes OPPO the first smartphone brand to fully use AI for both its devices and after-sales services.
Why it matters: More than just a chatbot, OPPO’s AI service platform aims to understand what customers need, speak their language, and help them faster—online and eventually in stores. It’s a step toward smarter and more human-like tech support.
OPPO says it has been investing in AI for customer service since 2021. It built a team of more than 100 professionals to work on adding AI across every part of the support process. These include product research, business operations, and user help channels.
According to OPPO’s Head of Global After-Sales Services Samuel Fang, the goal is to switch from reactive support (answering problems as they come) to proactive support (predicting and solving problems before users ask). This approach should make the experience faster and more personalized for OPPO users.
How OPPO’s AI Support Works
Many customer support systems today still use simple rule-based answers. OPPO’s new system goes further by using generative AI and language understanding to talk with users naturally across different situations and languages. This setup helps answer more complex questions while still keeping the option to speak with a real person.
The AI support is now live in 20 countries and regions, and works 24/7 in 13 different languages. OPPO has also launched AI-powered WhatsApp customer service in 13 markets, making it the first brand in the smartphone industry to do so. These services are backed by local cloud systems, helping speed up responses.
Today, over 60% of OPPO users can solve their problems directly through AI support. The company plans to expand to 21 countries and cover platforms like Facebook, Line, and Vietnam’s Zalo by the end of 2025.
AI Across the Whole Customer Journey
OPPO’s AI customer service is not just for one-time chats. The company built a complete system to handle requests from start to finish. This includes:
- Understanding what users mean using semantic recognition
- Smart routing to decide if a human or AI should answer
- A dynamic knowledge base that gives accurate answers based on the latest info
This setup allows users to get a near-instant response when they ask for help. An AI-powered translation tool also helps the system support multiple languages accurately.
If the AI can’t solve a request, it can hand things over to a human service agent quickly. On the agent side, AI gives real-time support by predicting issues and suggesting responses. This setup has lowered the workload of human operators by 40%.
Local Teams and Future Plans
OPPO has also created AI operation teams in key countries. These teams help build local knowledge, tune the AI system, and gather user feedback. Future upgrades may include email bots, smarter queuing systems, and retrieval-augmented generation tools.
With this new AI system, OPPO is trying to improve the full support experience across both its products and services. Users can now get help online faster, and offline options may follow soon.
Is OPPO’s AI-first approach the future of how all customer service will work?
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