The companies in a statement said that the partnership with enable Oppo to respond to each customer call in real-time, and the voicebot will solve frequent customer queries entirely, reduce wait time, and improve cost efficiency which will enable customer care representatives to focus on other complex issues.
The voicebot can respond to queries in both English and Hindi languages for various use cases including inquries on spare parts, new devices, information about the nearest service center, and booking of appointments.
Oppo India noted in the statement that a critical metric for the brand was to increase call containment to 15%, claiming that basis initial testing, Skit.ai’s Augmented Voice Intelligence Platform outperformed by delivering a call containment rate of 30%.
“Through our strategic partnership with Skit.ai, we aim at multiplying our Customer Experience (CX) support with dual benefits: our customers receive immediate resolution and 24×7 support. At the same time, 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 provide smarter and more efficient customer service to millions of Indian customers,” added Sourabh Gupta, Co-Founder, and CEO of Skit.ai.