Samsung Electronics Pilots Generative AI Chatbot for Customers... Official Launch Planned Within the Year

Pilot Launch of Generative AI Chatbot Service
Information Delivered Like a Real Consultant
Part of the "AI-Driven Company" Strategy
Roh Tae-moon: "Innovating Business Around AI"

Samsung Electronics has developed a generative artificial intelligence (AI) service to conveniently and accurately deliver product and service information to its customers.

Seoul Samsung Electronics Seocho Building Yonhap News

According to industry sources on August 31, Samsung Electronics recently developed a generative AI chatbot service for customers and has begun a pilot program on Samsung.com and its employee mall.

This service provides information such as explanations and comparisons of Samsung Electronics products, including TVs, home appliances, and mobile devices. It also features a recommendation function to help customers find the products they need, tailored to their usage and requirements. The service offers detailed instructions for purchased products or services in use. It also provides the locations and business information of Samsung Electronics stores in the desired area. In case of a malfunction, it explains the necessary troubleshooting steps and, if repair is needed, informs customers of the estimated repair costs.

All these features are available on both PC and mobile devices, and information can be delivered not only through text but also via images. This allows customers to obtain the information they need online without the inconvenience of phone calls or store visits.

Compared to previous chatbots that were limited to standardized questions and answers, the advanced AI understands customer inquiries and intentions, providing a convenient service that feels like interacting with a real consultant.

Samsung Electronics plans to enhance the completeness of the service and address areas for improvement through the pilot program, aiming to officially launch the service on Samsung.com and other platforms as early as within this year. It is also reportedly considering providing the service not only online but in offline stores as well.

This generative AI chatbot service appears to be part of a strategy to enhance customer service quality with AI at its core, while also strengthening its own distribution channels. Samsung Electronics is said to have prepared this service over the past year under the name "Rubicon Project."

Recently, Samsung Electronics has been pursuing an "AI-Driven Company" strategy to innovate its overall business using AI. On August 21, Roh Tae-moon, acting head of the Device eXperience (DX) division, emphasized this direction at a town hall meeting, stating, "Let's fundamentally innovate our business around AI, work with AI, and grow with AI." He added, "With the rapid advancement and spread of AI, the electronics industry is also evolving at an unprecedented pace. It is time for us to revisit and redefine our business strategies, ways of working, and every point of contact with our customers."

This content was produced with the assistance of AI translation services.