New Delhi: Oppo India on Tuesday partnered with Skit.ai to launch a voice artificial intelligence (AI) agent to provide round-the-clock customer support to Oppo smartphone users.
The companies said in a statement that the partnership with Oppo enables it to respond to every customer call in real time, and the voicebot will completely solve repeated customer inquiries, reduce waiting time and improve cost efficiency, which will enable customer service representatives to focus on other complex issues.
The voicebot can respond to inquiries in both English and Hindi for different use cases including inquiries about spare parts, new devices, information about the nearest service center and booking appointments.
In the statement, Oppo India noted that an important metric for the brand was to increase call containment to 15%, claiming that in primary initial testing, Skit.ai’s Augmented Voice Intelligence Platform excelled by delivering a call containment rate of 30%.
“Through our strategic partnership with Skit.ai, we aim to double down on Customer Experience (CX) support with dual benefits: Our customers receive instant solution and 24/7 support. Meanwhile, call containment allows our agents to focus on value-added tasks,” Said Saurabh Chaturvedi, Head of Customer Service, Oppo India.
“Using Skit.ai’s augmented voice intelligence platform, Oppo will be able to deliver smarter and more efficient customer service to millions of Indian customers,” added Saurabh Gupta, Co-Founder and CEO of Skit.ai.