Skit.ai has announced a collaboration with OPPO India, a global smart device brand, to launch a 24-hour AI-powered customer support solution. Skit.ai’s Augmented Voice Intelligence Platform now responds to all OPPO customer queries after business hours, with instant responses and no wait time. The AI-enabled voicebot will assist in resolving most customer queries with complete end-to-end automation of in-scope calls.
In line with OPPO’s vision of expanding its Customer Experience (CX) strategy, collaborating with Skit.ai for its digital voice agent will enable the brand to respond to each customer call in real time. The voicebot will completely resolve common customer queries, reducing wait time and improving cost efficiency, allowing customer service representatives to focus on more complex issues. The voicebot has been programmed to respond to questions in English and Hindi for a variety of use cases, such as inquiries about spare parts, new devices, information about the nearest service center, and appointment bookings. Increasing call containment to 15% was a critical metric for OPPO India, and based on preliminary testing, Skit.ai’s Augmented Voice Intelligence Platform outperformed the target. It achieved a 30% call containment rate.
“We operate in a highly dynamic and competitive market, which demands quick, efficient, and proactive responses to meet our customer’s needs,” said Saurabh Chaturvedi, Head of Customer Service, OPPO India. As a result, at OPPO India, our Customer Experience (CX) strategy is heavily focused on implementing solutions that allow our customers to easily navigate their queries. We hope to multiply our Customer Experience (CX) support through our strategic partnership with Skit.ai, which will provide our customers with immediate resolution and 24×7 support. Simultaneously, call containment enables our agents to focus on value-added tasks. As we advance the solution and explore its capabilities, we are excited to bring the benefits of this first-of-its-kind digital voice agent to millions of customers in India.”
Sourabh Gupta, Co-Founder and CEO of Skit.ai, commented on the collaboration, saying, “Over the years, we have seen industry leaders across key sectors realize the benefits of Voice AI in India and across the globe.” We are delighted to announce this collaboration with OPPO India, which recognises the potential of Voice AI to shape the future of Customer Experience (CX) management. OPPO will be able to provide smarter and more efficient customer service to millions of Indian customers by leveraging Skit.ai’s Augmented Voice Intelligence Platform.”