Oppo has launched its AI-powered AndesGPT system into after-sales customer support across 20 countries and regions. The AI upgrade is currently available in 13 languages and is designed to provide round-the-clock assistance, even during holidays or outside traditional business hours. The system currently covers 60% of Oppo users globally, with expansion to 21 markets expected by the end of 2025.
Customer support gets an AI boost
The AndesGPT system follows a three-step logic. It begins by recognising user intent via semantic analysis, determines whether an AI or human agent should handle the case, and then executes the communication. Oppo reports that this automation has reduced the human operator workload by 40%, allowing support staff to focus on more complex requests.
WhatsApp integration across 13 markets
In a first for the smartphone industry, Oppo has also integrated AndesGPT with WhatsApp services in 13 markets. The initiative marks a milestone in leveraging AI for widely-used messaging platforms, with further integration planned for platforms such as Facebook, Line and Zalo.
Next steps include offline AI services
Beyond current deployments, Oppo aims to extend its AndesGPT capabilities to offline contexts. This includes Retrieval-Augmented Generation (RAG) to enhance response accuracy by consulting live data sources, rather than solely relying on the model’s training.
Regional teams refine AI performance
Dedicated teams in local markets are tasked with refining AndesGPT, building regional knowledge bases and integrating user feedback. Oppo's long-term ambition is to shift from reactive to proactive customer service models, using AI agents to deliver faster and more meaningful support.
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