OPPO is rolling out an AI-driven after-sales service system, integrating its in-house large language model, AndesGPT, to improve customer support. The upgraded system is now available in 20 countries and regions, handling inquiries in 13 languages, the company announced.
A key feature of the new system is its 24/7 availability, providing instant responses outside regular business hours. OPPO has also introduced an AI-powered WhatsApp support service in 13 markets, a first for the industry. Currently, 60% of OPPO users worldwide can access this AI assistance.
The system operates in three steps: first, it uses AI to understand the user’s request, then determines whether the query can be resolved automatically or requires a human agent. Finally, it either provides an immediate solution or connects the user to a support representative.
By the end of this year, OPPO plans to expand the service to 21 markets and extend it to platforms like Facebook, Zalo, and Line.