Oppo is advancing its customer support infrastructure by reportedly integrating its proprietary large language model, AndesGPT, into its after-sales service operations.
Highlights
- AI-Powered Support: Oppo has integrated its proprietary LLM, AndesGPT, into its after-sales system to handle 24/7 automated support and reduce human agent workload by up to 40%.
- Multilingual Reach: Active in 20 countries and supporting 13 languages, the system already covers around 60% of Oppo’s global user base.
- 3-Stage Workflow: Semantic recognition, intelligent routing, and smart response/escalation enable fast, context-aware user interactions.
- Cross-Platform Expansion: AndesGPT is now accessible via WhatsApp, Facebook, Zalo, and Line, increasing omnichannel support capabilities.
- Offline AI Integration: Oppo is exploring the use of AndesGPT in physical service centers and stores to blend online and in-person support experiences.
- Proprietary Tech: AndesGPT comes in 180B, 70B, and 7B parameter variants, with the 7B version optimized for on-device use in devices like the Find X7 series.
- Benchmark Performance: AndesGPT 2.0 ranks highly on China’s SuperCLUE benchmark in safety, reasoning, and multimodal understanding.
This development aims to deliver round-the-clock automated support while reducing the workload for human agents by up to 40%.
Currently active across 20 countries and regions, the AI-driven support system provides assistance in 13 languages, including English, Chinese, Japanese, and Indonesian.
According to Oppo, this rollout covers approximately 60% of its global user base, with plans to expand to 21 additional markets in the near future.
Enhancing Responsiveness Through AI
The AndesGPT-powered chatbot system is designed to operate continuously, ensuring timely responses during holidays and non-working hours.
As an in-house LLM, AndesGPT facilitates more context-aware and nuanced conversations, allowing for efficient and relevant responses to user inquiries.
The customer support framework operates through a three-stage workflow.
- Semantic Recognition – The AI analyzes the intent and context behind each user query.
- Intelligent Routing – It determines whether the query can be addressed by AI or needs escalation to a human representative.
- Smart Response or Escalation – Users receive either an AI-generated resolution or are redirected to a human support agent for more complex concerns.
This process takes only seconds, offering a streamlined and efficient support experience.
Broadening Access Through Third-Party Channels
Oppo is also extending AndesGPT’s capabilities to popular messaging platforms, including WhatsApp, Facebook, Zalo, and Line. WhatsApp support is already active in 13 countries, contributing to a wider, omnichannel support network that enhances user accessibility.
Exploring In-Store and Offline AI Integration
Oppo reportedly plans to explore offline integration of AndesGPT in service centers and retail locations. This move could reframe the role of AI in customer service by bridging the gap between online and in-person interactions.
A Full-Scale AI Support Ecosystem
Oppo is among the first major smartphone manufacturers to fully embed a proprietary LLM into its customer service infrastructure.
This may be a shift from traditional chatbots toward a comprehensive AI support ecosystem, incorporating generative AI and advanced semantic comprehension.
AndesGPT Model Variants
AndesGPT is available in three model sizes—180B, 70B, and 7B parameters—supporting both on-device and cloud-based deployment.
The 7B on-device variant, integrated into Oppo’s Find X7 series, utilizes a proprietary SwappedAttention mechanism to accelerate inference speed and maintain responsiveness.
Multilingual Coverage and Global Reach
Oppo’s AndesGPT-powered system currently operates in 20 global markets, supporting multilingual communication across 13 languages. Future expansions will extend access to more regions and messaging platforms, broadening its footprint.
Benchmark Performance and Recognition
The AndesGPT 2.0 model has achieved high scores in China’s SuperCLUE benchmark, particularly in categories like safety, mathematical reasoning, and agent capability.
These results suggest the model is competitive in terms of dialogue performance, problem-solving, and multimodal comprehension.
AI as a Core Service Element
Oppo’s leadership views AI not simply as an enhancement, but as a transformative component of its service strategy.
The company has established a dedicated team of over 100 AI service professionals and built a closed-loop framework based on semantic recognition, intelligent routing, and an evolving knowledge base.
