OPPO Future-proofs Customer Experience with Skit.ai’s AI-enabled Digital Voice Agent

Testimonial

“Through our strategic partnership with Skit.ai, we multiplied our CX support with dual benefits: our customers receive immediate resolution and 24×7 support. Impressive call containment levels we achieved allow our agents to focus on high-value tasks. We are excited, as this is a major effort to future-proof our CX, bringing the benefits of the first-of-its-kind digital voice agent to millions of customers in India.” – Saurabh Chaturvedi, Head of Customer Service, OPPO India

The Challenges

• OPPO wanted to enhance customer service with 24/7 support to instantly resolve customer queries at any time of the day.
• Managing call volume spikes which diminished their CX.
• Increasing service levels to answer a higher volume of calls in a shorter time frame.
• OPPO was looking to future-proof their CX to unlock value for building a competitive edge.
• Achieve a quantum leap in CX while keeping costs at a minimum.
• Not missing any call and harnessing every customer conversation and query to improve product offerings and services.

The Skit.ai Solution

Skit.ai’s Digital Voice Agent, an AI-enabled and SLU-powered machine that answers every customer call with instant response and Zero waiting time. Here are the salient features of Skit.ai’s solution:

• Skit.ai’s Digital Voice Agents answer every customer call routed to it, instantly resolving customer queries.
• Complete End-to-end Automation of in-scope calls, i.e., voicebot that was trained to answer specific types of customer queries, and handled them independently without human agent assistance.
• The voicebot was trained for multiple use cases, from spare parts and new device inquiries to details about the nearest service center and appointments. The list is expanding with time.
• The calls were escalated to human agents if the issues were complex or upon request by the customer.
• In the case of call escalation, the intent and entity data of the customer captured by Skit.ai’s Voice Agent were passed to the agent for better and quicker resolution.

Business Impact

OPPO achieved its targets, and Skit.ai pleasantly outperformed most metrics.

• Call Containment Rate: This was the most critical metric for OPPO with 15% call containment as their target. But Skit.ai’s Digital Voice Agent outperformed this metric by 100% and achieved almost a 30% call containment rate.
• In-Scope Call Containment Rate: ai’s voicebot achieved a high in-scope containment rate of 65%, by resolving nearly 2/3rd of use case calls for which it was trained.
• NPS Scope: Our voicebot helped them achieve a high net promoter score (NPS) of 65%. We expect this to improve further in the future.

The Customer

OPPO Mobiles India Pvt Ltd is a leading global smart-devices brand. Today, OPPO provides a wide range of smart devices spearheaded by the Find and Reno series. Beyond devices, OPPO provides its users with the ColorOS operating system and internet services like OPPO Cloud and OPPO+. OPPO operates in 50+ countries and regions, with 40K+ employees dedicated to creating a better life for customers globally.

About Skit.ai

Skit.ai is the leading Voice AI SaaS company. Our Augmented Voice Intelligence Platform enables enterprises to automate contact center conversations at scale. Skit.ai has automated millions of calls for global enterprises across various industries, shifting the traditional contact center experience from automated responses to meaningful, human-feeling conversations.

We’ve received numerous awards and recognitions for our best-in-class technology, including:

• CCW Excellence Awards 2022 for Disruptive Technology of the Year
• Forbes’ 30 Under 30 Asia start-ups 2021
• Entrepreneur India’s Tech Startup of the Year in Artificial Intelligence 2021
• Great Place to Work India – Certified™️
• ai is headquartered in New York City, NY, and has offices in Bengaluru, India.