Oppo is increasing its post -sale service system with AI’s power. In particular, it is integrating endSGPT (its larger language model or LLM) in the customer support system.
Right now, the upgraded system operates in 20 countries and regions and can handle requests in 13 different languages. One of the strength of this system is that it works 24/7 and you can get feedback out of work hours or during the holidays. OPPO AI-operated service on WhatsApp in 13 markets, which is the first in the industry.
Today, 60% of the world’s OPPO users have this system. By the end of the year, Oppo wants to expand it into 21 markets and other Plat Naline platforms such as Facebook, Line and Zalo.
The system works in three stages. First, it uses the AI semantic belief for the user’s purpose for the outside. After that, the intelligent routing determines whether it is a request whether the AI can handle itself or whether it requires the help of human operator. Finally, he communicates with the user to answer or ask them to wait for human assistance.
The use of AI has reduced the workload of human Tors Perators by 40% – this gives them more time to manage complex issues that AI cannot answer.
Oppo has installed teams in the main markets that are entrusted with the creation of regional ge knowledge, collecting user feedback to the endSGPT model for fine tuning and future updates.
The company also wants to expand its upcoming pay -generation of AI services in the cases of office use. Future applications include a recovery-avoided generation (RAG), a method of improving the accuracy of AI answers by examining relevant data sources instead of just relying on the model’s training data. Email Response assistants and intelligent Qatar Systems have also been organized.
“We have already used AI to empower customer service capabilities in the organization, including R&D, customer experiences and business operations. Now, by the evolution of AI agent techniques, we are transforming our customer services from a reactive to active approach that makes users of more efficient, thoughtful and intelligent service,” Samuel Feng, head of the services after Global in Oppo, said.
