Since
2021,
OPPO
has
continued
to
invest
in
both
the
capabilities
and
capacity
of
AI-powered
services,
building
a
team
of
over
100
AI
service
professionals
specializing
in
embedding
AI
into
every
stage
of
the
customer
service
journey.
“AI
is
not
only
a
catalyst
for
enhancing
our
technology
products—it’s
also
a
core
driver
of
our
service
model
innovation,”
said
Samuel
Fang,
Head
of
Global
After-Sales
Services
at
OPPO.
“We
have
already
used
AI
to
empower
customer
service
capabilities
across
the
organization,
including
R&D,
customer
experiences,
and
business
operations.
Now,
through
the
evolution
of
AI
agent
technologies,
we
are
transforming
our
customer
services
from
a
reactive
to
proactive
approach
that
creates
a
more
efficient,
thoughtful,
and
intelligent
service
experience
for
OPPO
users.”
OPPO Leads Industry with Proprietary Smart Service System
With current customer service systems often confined to providing automated, rules-based replies that fail to understand the increasingly diverse and personalized needs of users, OPPO has developed a proprietary intelligent service system that combines semantic understanding with generative AI to provide multilingual interactions across various scenarios. The system delivers tailored solutions based on accurate understanding of user intent and can act as a real-time AI assistant for human service agents, improving response efficiency while preserving the human touch.
To provide more effective customer services for users worldwide, OPPO has taken the lead in localizing its intelligent service system across 20 countries and regions, providing 24/7 uninterrupted service in 13 different languages. To enhance reach and accessibility, OPPO was also the first in the industry to introduce AI-driven WhatsApp services across 13 markets, each backed by local cloud services that ensure a smoother and more responsive user experience. Today, over 60% of OPPO users worldwide can resolve issues directly through AI. By the end of 2025, the system will be expanded to 21 markets and major platforms such as Facebook, Line, and Zalo (Vietnam’s leading social platform). By further aligning the system with local languages and communications preferences, OPPO is committed to providing more convenient and intuitive services that enable customers to resolve problems with greater efficiency.
End-to-End AI Service Framework Enables Rapid Query Resolution
More than a simple chatbot upgrade, the new intelligent service system features a comprehensive intelligent service framework covering the entire customer journey that has been independently developed by OPPO based on detailed user insights. Built on OPPO’s AndesGPT model, the system forms a closed-loop service architecture consisting of AI semantic recognition, intelligent routing, and a dynamic knowledge base. When a user submits a request, the system first interprets the true intent through semantic analysis before using intelligent routing to determine whether to hand the request to a human agent or respond via AI. It then generates a personalized response using a continuously updated knowledge base, resulting in a near-instant process from initial customer prompt to response. For users worldwide, OPPO has incorporated its own AI translation tool into the system, enabling accurate understanding and responses in multiple languages.
Following rigorous privacy and data security standards, OPPO integrates the intelligent service system across the OPPO ecosystem, allowing users to enjoy a more seamless and consistent experience between OPPO devices and platforms, with access to services anytime and anywhere. To ensure even more personal services when needed, the system also offers the ability to switch instantly to a human service operator. Meanwhile, AI assistants provide real-time support such as fault predictions and scripted responses for agents, resulting in a collaborative model that has reduced the workload of operators by 40%, freeing their time to focus on more complex requests.
To ensure continuous system adaptability, OPPO has also established localized AI operations roles in key markets. These teams are responsible for building regional knowledge bases, fine-tuning models, and collecting user feedback to drive ongoing optimizations. Alongside this, OPPO is accelerating the rollout of next-generation service capabilities to extend intelligent services from online channels to offline touchpoints. Future applications include retrieval-augmented generative, email response assistants, and intelligent queuing systems.
As AI continues to transform industries, OPPO’s dual focus on AI-powered products and intelligent services not only enables users to enjoy more convenient digital experiences but also redefines the connection between brand and customer, setting a new benchmark for intelligent customers services that provide the best in efficiency with a personal human touch.
Hashtag: #OPPO
The issuer is solely responsible for the content of this announcement.
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