OPPO uses AI agents to reduce customer churn in the USA

Flora An

·October 14, 2025

·9 min read

Leading brands like OPPO tackle customer churn in the competitive US market by partnering with solution providers like Sobot. Poor customer service is a top reason customers leave, with many citing long waits or untrained agents. OPPO reversed this trend. The company achieved a remarkable 57% increase in repurchase rate through the strategic use of AI agents. This success with AI demonstrates a powerful blueprint for better customer retention and loyalty. The use of ai agent products reduce customer churn usa by improving the overall customer experience with tools like the Sobot call center and Sobot AI, boosting retention.

OPPO's Customer Service Challenges

Before partnering with Sobot, OPPO faced significant hurdles in its customer support operations. These challenges directly impacted the customer experience and threatened to increase churn. The company needed a new strategy to manage its growing service demands effectively.

High Inquiry Volume

OPPO experienced massive surges in customer inquiries, especially during peak shopping seasons like Black Friday. This high volume overwhelmed the customer support team. Customers faced long wait times to connect with an agent. These delays created frustration and led some potential buyers to abandon their purchases. Managing this influx required a solution that could provide immediate assistance without overburdening human agents.

A single negative interaction can drive a customer away forever. For a global brand like OPPO, ensuring every customer feels heard, even during the busiest times, is essential to prevent churn.

Inefficient Knowledge Management

OPPO's innovative smart devices often prompt detailed questions from customers. Maintaining a comprehensive and up-to-date knowledge base was a major challenge. The process was labor-intensive and costly. An inefficient knowledge system meant agents sometimes struggled to find accurate information quickly. This slowed down resolution times and affected the quality of support provided to each customer.

Inconsistent Customer Experience

The combination of high inquiry volumes and difficult knowledge management led to an inconsistent customer experience. One customer might receive a quick, helpful answer, while another might endure a long wait only to get incomplete information. This lack of consistency damages brand trust. According to HubSpot, 93% of customers are more likely to make repeat purchases with companies that offer excellent customer service. OPPO recognized that delivering a uniformly positive experience was critical to building loyalty and reducing churn.

How AI Agent Products Reduce Customer Churn in the USA

OPPO's solution to its service challenges was a strategic investment in AI. The company partnered with Sobot to deploy a powerful suite of tools centered around the Sobot AI Chatbot. This move reflects a major trend in the US market. AI is becoming essential for modern retail.

By 2023, over 70% of chatbots were estimated to be in the retail sector.
Predictions for 2024 suggest global consumer retail spending via digital assistants will reach $142 billion.
About 40% of US consumers have already used digital assistants for retail purposes.

By adopting this technology, OPPO not only solved its immediate problems but also positioned itself as a leader in customer experience. The use of ai agent products reduce customer churn usa by creating efficient and satisfying interactions. This strategy is a clear example of effective ai in customer retention.

The Role of Sobot's AI Agents

Sobot's AI agents formed the core of OPPO's new customer service strategy. These are not simple, rule-based bots. Sobot's AI agents use advanced Natural Language Processing (NLP). This technology allows the AI to understand context, semantics, and even customer sentiment. It can interpret slang and adjust its tone, creating a more human-like conversation. This capability is fundamental for understanding and responding in natural language.

The true power comes from human-machine cooperation. The AI agents handle the frontline, while human agents manage complex or sensitive issues. This integration is seamless. Sobot's platform connects with other business systems, including CRMs. This allows the AI agents to access and update customer information in real-time, ensuring a consistent experience across all touchpoints. This ai-driven retention model delivers significant returns.

Metric	Value
Average expected ROI for U.S. companies from agentic AI	192% (almost 2x)
Percentage of companies expecting over 100% ROI from agentic AI	62%
Average return from generative AI	152%
Percentage of companies experiencing over 100% returns from generative AI	62%

Bar — Image Source: statics.mylandingpages.co

This data shows that companies adopting AI see a strong return on their investment. For OPPO, this meant better service and improved customer retention.

Automating Repetitive Queries

One of the biggest challenges for OPPO was the high volume of repetitive questions. Customers frequently asked about order tracking, product specifications, and warranty details. Sobot's AI Chatbot automates these interactions completely. It provides instant, accurate answers 24/7. This frees human agents to focus on issues that require empathy and complex problem-solving.

With AI handling routine tasks, human agents can dedicate their time to high-value interactions. This improves both employee and customer satisfaction, which is key for long-term retention.

This automation directly addresses the problem of long wait times. A customer no longer has to wait in a queue for a simple question. They get an immediate response, which improves their experience and reduces the chance of churn. This efficiency is how ai agent products reduce customer churn usa. The result is a support system that is always available, helping convert browsers into loyal customers.

Optimizing the Knowledge Base

Maintaining a vast and accurate knowledge base was a costly and labor-intensive task for OPPO. Sobot's AI technology transformed this process. The system automates the input of Q&A pairs, which reduced OPPO's manual maintenance efforts by an incredible 90%.

The AI does more than just data entry. It actively improves the knowledge base over time.

The AI monitors customer interactions and identifies gaps in the knowledge base.
It can generate suggested answers for new questions based on past successful resolutions.
The system supports continuous refinement based on user feedback, ensuring all information remains accurate and relevant.

This intelligent optimization means the knowledge base becomes a dynamic, self-improving asset. Better knowledge leads to faster and more accurate answers from both AI and human agents. This directly boosts customer confidence and satisfaction. Stronger customer retention is the natural outcome when a company consistently provides the right information at the right time. Ultimately, smart ai agent products reduce customer churn usa by building a foundation of trust and reliability.

Building Loyalty Through Better Customer Retention

Solving immediate problems is only the first step. True success comes from building a loyal customer base. OPPO used Sobot's AI to create a system focused on long-term customer retention. This approach transforms customer service from a cost center into a powerful driver of loyalty and repeat business. Effective ai in customer retention requires a multi-faceted loyalty strategy.

A Unified Omnichannel Approach

Modern customers expect consistency. In fact, 62% want the same brand experience on any channel, and 79% expect a unified experience across departments. OPPO addressed this by creating a single, connected system for all customer interactions. Sobot's platform allowed OPPO's agents to manage conversations from web chat, email, and social media in one place. This eliminates the need for agents to switch between different tools.

“Before Sobot, managing customer interactions across different platforms (email, chat, calls, social media) was cumbersome and often led to inconsistencies in customer service. Sobot’s omnichannel approach has allowed us to unify these interactions into a single, streamlined workbench, ensuring a consistent and high-quality service experience for our customers.”

This unified view gives agents a complete history of every customer. It ensures a seamless and informed experience, which is fundamental for building trust and strong customer relationships.

Proactive and Personalized Support

Great customer retention goes beyond just reacting to problems. It involves proactive and personalized engagement. OPPO used AI to anticipate customer needs. For example, an AI agent can engage a customer who hesitates on a product page. It might offer personalized recommendations or a small discount to encourage a purchase. This level of personalization turns a simple browsing session into a positive customer engagement. These AI-driven retention tactics are key for modern loyalty programs.

This proactive support makes each customer feel valued. By offering help before it is even requested, OPPO enhances customer engagement and strengthens its loyalty programs. This personalized engagement is a core part of effective retention strategies that maximize retention.

Improving the Customer Journey

Every positive interaction improves the overall customer journey and boosts retention. Research shows a 1% improvement in first-contact resolution leads to a 1% rise in customer satisfaction. By using AI to provide fast, accurate answers, OPPO directly improved key metrics like Customer Satisfaction (CSAT) and Net Promoter Score (NPS). These improvements are crucial for customer loyalty.

This focus on the entire journey creates a cycle of positive reinforcement. Happy customers are more likely to return, and their positive feedback helps the AI system become even smarter. This continuous improvement in customer engagement and service quality is how OPPO built a foundation for lasting customer retention and grew its loyal customer base. This is the power of AI in action.

Measurable Impact on Retention

The partnership between OPPO and Sobot delivered more than just operational improvements. It produced clear, measurable results that directly link AI implementation to business growth. The data shows a powerful story of enhanced customer loyalty and a significant return on investment. This success provides a blueprint for how technology can drive customer retention.

Increased Repurchase Rates

The most significant indicator of customer loyalty is the repurchase rate. OPPO's collaboration with Sobot led to a remarkable 57% increase in their repurchase rate. This powerful metric shows that satisfied customers returned to buy again. This success demonstrates the effectiveness of omnichannel customer success strategies. A seamless, personalized experience across all channels builds trust. That trust translates directly into repeat business and stronger retention.

This increase was not an accident. It was the result of a deliberate strategy focused on customer engagement.

Each positive interaction strengthened the customer's relationship with the brand.
The personalized support made customers feel valued, not just processed.
Quick resolutions removed friction from the buying journey, encouraging future purchases.

Ultimately, this boost in loyalty proves that investing in a superior customer experience is a direct investment in revenue growth.

Higher Chatbot Resolution

A key driver of this success was the efficiency of the AI itself. Sobot's AI Chatbot achieved an 83% resolution rate. This means the vast majority of customer inquiries were solved instantly without ever needing a human agent. This high resolution rate had a massive impact on the entire support operation.

With 83% of queries handled automatically, human agents could dedicate their full attention to the remaining 17% of complex cases. This created a win-win: customers with simple questions got instant answers, and customers with difficult problems received expert help from focused agents.

This efficiency is crucial for customer engagement. It eliminates long wait times, a major source of frustration. The AI provides 24/7 support, ensuring every customer receives help the moment they need it. This immediate engagement keeps customers on the site and moving toward a purchase. The performance of the AI agents directly improved the quality of service for all customers.

Enhanced Customer Satisfaction

Faster and more accurate service naturally leads to happier customers. The data confirms this with a 94% positive feedback rate for OPPO's customer service interactions. This exceptional level of customer satisfaction is a direct result of the human-machine partnership. The AI provided speed and availability, while human agents delivered empathy and advanced problem-solving.

This high approval rating is a testament to the quality of the engagement.

The personalized engagement made interactions feel helpful and relevant.
Customers appreciated the immediate and accurate answers from the AI.
The seamless handover to skilled human agents for complex issues ensured no customer was left behind.

This positive feedback loop is the foundation of long-term customer retention. Happy customers become loyal advocates for the brand. This high level of satisfaction solidifies loyalty and ensures sustainable business growth.

OPPO's success demonstrates the tangible power of AI. Their partnership with Sobot shows how AI agents solve real-world business challenges like customer churn. A 57% increase in repurchase rate proves the strong ROI and improved customer retention. The agents' focus on customer engagement helps every customer. This improved engagement from agents builds customer loyalty and retention. These agents' customer engagement is how ai agent products reduce customer churn usa, creating better experiences for all customers.

Embark on Your Contact Journey. Discover how Sobot's AI Chatbot can transform your customer retention strategy today.

FAQ

What is an AI agent in customer service?

An AI agent is a smart program that understands and answers customer questions. It uses advanced technology to hold human-like conversations. These agents can handle many queries at once, providing instant support to customers 24/7 without needing a human operator for every interaction.

How do AI agents improve customer loyalty?

AI agents provide fast and accurate answers. This positive experience builds customer trust. When customers feel valued and supported, they are more likely to make repeat purchases. This consistent service is a key factor in building a loyal customer base and improving retention.

Can small businesses use these AI tools?

Yes. Sobot's AI Chatbot is designed for businesses of all sizes. It features a point-and-click interface. This means companies can build and deploy powerful AI agents without any coding experience, making advanced customer service technology accessible to everyone.

What makes Sobot's AI Chatbot effective?

Sobot's AI Chatbot is effective because it works across many channels like WhatsApp and SMS. It supports multiple languages and learns from a company's knowledge base. This allows it to provide accurate, instant replies, which improves efficiency and customer satisfaction.