Media OutReach Newswire – Chinese tech giant OPPO has launched its latest AI-integrated smartphone series, the Reno14, globally, accompanied by a significant upgrade to its after-sales service ecosystem powered by its proprietary AndesGPT large language model. With this launch, OPPO becomes the first smartphone company to fully integrate AI across both its products and customer support systems, setting new standards in service coverage, quality, and user engagement.
Since 2021, OPPO has steadily expanded its AI capabilities, developing a team of over 100 professionals focused on embedding artificial intelligence into every phase of the customer service process. “AI is more than just a tool to enhance our products—it is at the heart of how we reimagine customer service,” said Samuel Fang, Head of Global After-Sales Services at OPPO. He noted that AI is already being used across R&D, customer experience, and operational platforms, helping shift OPPO’s service model from reactive to proactive, ultimately delivering a smarter, more seamless experience for users.
Pioneering Smart Service Solutions
Traditional customer support systems often fall short due to their reliance on rule-based, scripted interactions that fail to meet personalized user demands. To address this, OPPO has developed an intelligent, AI-based service platform that combines advanced language understanding with generative AI, enabling more dynamic, multilingual assistance. This system offers tailored responses by accurately interpreting user intent and works as a real-time assistant to human support agents—enhancing responsiveness while maintaining a human element.
OPPO has already localized its intelligent support system across 20 countries and regions, operating 24/7 in 13 languages. Notably, OPPO became the first brand to roll out AI-based WhatsApp support in 13 markets, with cloud-based infrastructure ensuring fast, responsive service. Over 60% of OPPO’s global users can now resolve queries through AI systems. The company plans to expand coverage to 21 countries and introduce support on platforms like Facebook, Line, and Zalo by the end of 2025, tailoring services to regional communication habits and languages.
A Complete AI Framework for Seamless Customer Journeys
This isn’t just a chatbot upgrade. OPPO’s enhanced AI service solution is built on its AndesGPT foundation and incorporates a complete end-to-end architecture that includes semantic recognition, intelligent task routing, and a dynamic knowledge base. When a query is received, the system interprets it through AI-driven semantic analysis, determines the best response channel—automated or human—and delivers a personalized answer using constantly updated data. The system also includes OPPO’s proprietary AI translation engine, allowing multilingual support and precise responses worldwide.
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Compliant with robust data privacy and security protocols, OPPO’s AI support is integrated across its entire product and service ecosystem. It ensures a consistent experience across all OPPO devices and platforms, allowing users to access help anytime, anywhere. Users can instantly switch to human agents when necessary, while AI agents assist in background with live diagnostics, suggestions, and response scripting. This collaboration has reportedly reduced human workload by 40%, letting staff focus on complex cases.
To ensure adaptability, OPPO has appointed localized AI operations teams in key markets. These teams refine AI models, build regional databases, and gather user feedback for continuous system improvement. OPPO is also working to extend AI support from digital platforms to physical service centers, with future features like email automation, enhanced retrieval-based AI, and smart queue systems on the horizon.
By combining AI-driven hardware and services, OPPO is not only delivering more intuitive digital interactions but is also redefining customer relationships—offering intelligent service that blends efficiency with a personalized human experience.
Source: Agency