Oppo Supercharges Customer Support with AI-Powered AndesGPT in 20+ Markets

Oppo is revolutionizing its after-sales service with the integration of AndesGPT, its proprietary Large Language Model (LLM), into its global customer support system. This strategic move enhances response time, accuracy, and overall user satisfaction by making customer service smarter and more accessible.

Currently, Oppo’s AI-powered support system is live in 20 countries and regions, supporting communication in 13 different languages. A major advantage is its 24/7 availability, ensuring users receive timely assistance even during off-hours and holidays.

In a groundbreaking move for the industry, Oppo also runs an AI-driven support service via WhatsApp in 13 global markets, setting a new benchmark for mobile-first customer care.

As of now, 60% of Oppo users worldwide benefit from this AI-enhanced service. By the end of 2025, Oppo plans to expand its coverage to 21 countries and roll out support on additional platforms like Facebook, Line, and Zalo.

The system operates in three intelligent phases:

1. AI semantic recognition identifies the user’s intent.

2. Smart routing determines whether AI can handle the request or escalate it to a human agent.

3. It then provides an answer or connects the user with human support as needed.

This AI-driven model has already reduced the workload of human agents by 40%, allowing staff to focus on complex, high-level support tasks.

To ensure regional accuracy, Oppo has formed local teams dedicated to building custom knowledge bases, fine-tuning AndesGPT, and gathering user feedback for continuous improvement.

Looking ahead, Oppo aims to extend AI support to offline use cases. This includes adopting Retrieval-Augmented Generation (RAG) to enhance response accuracy, launching email response assistants, and deploying smart queuing systems.

Samuel Fang, Head of Global After-Sales Services at Oppo, emphasized:

> “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.”

With its continuous investment in AI and customer satisfaction, Oppo is setting a new standard for global smartphone after-sales service.