Samsung is using AI to improve customer experience in India

Samsung sells the highest number of home appliances than any other brand in India. It also means that the company has to handle more after sales service requests than its rival in the country. While Samsung is already ahead of many of its competitors in terms of service quality, time, and experience, the South Korean tech giant is now making those aspects even better.

Samsung has launched the AI-powered Home Appliances Remote Management (HRM) tool in India for its customer care personnel. When people owning Samsung smart home appliances featuring SmartThings contact the service centre about a problem, they can now use the HRM tool to leverage SmartThings to diagnose the problem, take control of the product, and solve the issue.

If the customer care personnel find a problem that they can solve by taking control of the product, they will ask customers for their consent to take control of the home appliance and then solve the issue. If they find an issue that the customer can solve by themselves, they will provide a solution to fix the issue. If neither of those two solutions works, they will forward the issue to the technicians, which saves them from spending time diagnosing the issue.

The Home Appliances Remote Management tool makes not just makes it easier to pinpoint the problem and solve it, which saves everyone’s time during the service process, but also also increase the uptime of the customers’ home appliance. Samsung also says that this tool reduces the need for in-home visits. It is worth pointing out that SmartThings automatically recognises issues in home appliances and provides customers with a solution.

Commenting on the launch of the HRM tool, Samsung India’s VP for Customer Satisfaction, Sunil Cutinha, says, “Samsung Service is at the forefront of home appliance diagnostics, leveraging advanced tools to identify issues with pinpoint accuracy. Through its smart diagnostics service, customers can get proactive solutions by troubleshooting and resolving problems remotely, minimizing the need for a technician visit. This breakthrough significantly reduces wait times, ensures faster resolutions, and provides timely updates on product maintenance, ultimately enhancing the customer experience.”

Image credits – Samsung