Oppo has introduced its groundbreaking AI‑Powered After‑Sales Service System, powered by its proprietary AndesGPT large language model — making it the first smartphone brand to fully integrate AI into end‑to‑end customer service across both products and support channels.
Setting a New Benchmark in After‑Sales Service
Oppo’s intelligent service system is currently operational in 20 countries, offering 24/7 support in 13 languages, with expansion plans set for 21 markets by the end of 2025. The service is also being extended across widely used platforms such as WhatsApp, Facebook, Line, and Zalo, increasing accessibility for users through their preferred communication channels.
A key differentiator is its integration with WhatsApp-based support in 13 regional markets, providing seamless real-time assistance through a familiar interface. This AI-powered system uses a three-step workflow:
- Semantic intent recognition through AndesGPT
- Intelligent routing to determine whether AI or a human agent should handle the query
- Generative responses pulled from dynamic, localized knowledge bases
Efficiency Without Sacrificing Human Touch
By automating common queries, Oppo has reduced the workload of its human agents by nearly 40%, allowing them to focus on more complex, nuanced customer interactions. Despite the AI backbone, users retain the ability to escalate queries to human support at any point, ensuring the human element is never lost.
The company has also invested in establishing localized AI operations teams across different regions. These teams help maintain updated knowledge bases, tune the language model for regional nuances, and continually optimize performance based on user feedback.
Broader Trend: AI in Customer Service Across the Industry
Oppo’s push reflects a broader trend in the tech industry. Other smartphone makers are also embedding AI into their customer service infrastructure. For instance, Xiaomi India recently unveiled an AI-enabled multilingual support platform, offering assistance in 11 regional languages and video-based support — enhancing user convenience and reach.
Likewise, Samsung has begun rolling out AI features across its smart ecosystem, including TVs and home appliances, through its SmartThings AI platform. AI is being leveraged to provide predictive assistance, product tips, and troubleshooting—all tied to their broader customer support network.
What’s Next? AI‑Driven Enhancements and Omnichannel Expansion
Oppo’s innovation roadmap includes several upcoming enhancements such as:
- Email response assistants that can automatically craft replies
- Intelligent queuing systems to prioritize urgent issues
- Retrieval-Augmented Generation (RAG) for higher answer accuracy by referencing external and real-time data sources
There are also plans to bring intelligent services to offline customer touchpoints, including AI-powered kiosks and AI-assisted service agents at retail locations. These enhancements aim to deliver consistent, intelligent support both online and offline.
By the end of 2025, Oppo’s AI after-sales service will be accessible through additional platforms and languages, further solidifying its commitment to customer-first innovation.
Why Oppo’s AI After‑Sales System Matters
- Scalable multilingual service: Real-time support in 13 languages from the start.
- Enhanced customer experience: Instant, automated solutions for basic issues; quick handoffs for complex ones.
- Data-driven adaptation: Feedback loops from regional teams allow continuous improvements.
- Industry-first innovations: Oppo leads the smartphone space in large-scale AI integration for after-sales service.
Final Word: Leading the AI Customer Service Evolution
Oppo’s AI-powered after-sales service marks a turning point in customer support for the mobile industry. By blending speed, personalization, and smart automation, Oppo is redefining what post-purchase support should look like.
This system isn’t just about efficiency—it’s about delivering a smarter, more connected, and ultimately more human service experience. As AI becomes a core pillar of customer engagement, Oppo is already a step ahead, setting the tone for an entire industry’s next chapter.
Photo Source: Oppo india
