Samsung and LG Named Best in 'Call Center Quality'... "Advancing AI Services"

Samsung, Best in Class for 7 Consecutive Years... LG Tops Overall for 2 Years Straight
Enhancing User Convenience with Artificial Intelligence Technology

Samsung Electronics and LG Electronics have been recognized as the top companies in the home appliance sector in the 'Call Center Quality Index (KS-CQI)' survey. Samsung Electronics set the industry's longest record by winning the award for seven consecutive years, while LG Electronics received the highest overall rating.

On September 22, Samsung Electronics Service announced that it had been selected as the best company for seven consecutive years in the Call Center Quality Index survey conducted by the Korea Standards Association, achieving the longest record in the industry. With a total of 13 cumulative awards, this is also the highest number in the industry. The Call Center Quality Index comprehensively evaluates the consultation process and outcomes to measure the quality of customer service. This year, telephone monitoring and customer surveys were conducted across 57 industries and 242 companies, and 11 companies were selected as the best companies.

Employees of Samsung Electronics Service, selected as the best company for seven consecutive years in the Call Center Quality Index survey conducted by the Korea Standards Association, are taking a commemorative photo. Samsung Electronics Service

Samsung Electronics Service has enhanced convenience by introducing artificial intelligence (AI) from the beginning of the consultation to the completion of product repairs. Notably, for 'Home Appliance Remote Diagnosis (HRM)' consultations, AI analyzes products connected to SmartThings and provides the service agent with instructions for resolution. This allows customers to resolve issues without having to explain the problem themselves or wait for an engineer visit.

The contact center has also introduced an 'AI Answer Recommendation' feature, revolutionizing the consultation process. The system analyzes conversations, summarizes accurate product information, symptoms, and requirements, and then recommends the optimal answer to the agent based on the analysis results.

Samsung Electronics Service also offers an 'AI Pre-Care Notification' service, which proactively detects and manages products before customers notice any issues. AI analyzes remote diagnostic data from the products in real time to detect early signs of problems. The service provides a systematic process by linking push notifications, agent guidance, and engineer visit reservations. Currently, for subscription customers, the system pre-diagnoses 23 symptoms, such as refrigerant circulation status, across 10 products including air conditioners, refrigerators, and washing machines.

LG Electronics was ranked first overall for two consecutive years in the Call Center Quality Index survey conducted by the Korean Standards Association. LG Electronics

LG Electronics achieved the distinction of being ranked 'first overall' for the second consecutive year. The company received high scores not only in customer satisfaction evaluations but also in unannounced telephone monitoring assessments, proving that the quality of its consultations is consistently excellent.

LG Electronics has also applied AI technology throughout its service areas to provide professional and prompt service. At its AI contact center, where AI solutions are implemented throughout the consultation process, the 'AI Consultation Assist' system is actively used. This system understands the context of conversations with customers and suggests solutions to service consultants, thereby improving the company's ability to respond to customer inquiries.

In addition, LG Electronics utilizes the 'One View' app, which allows for a comprehensive view of customer purchase, consultation, and service history, as well as the 'ARGUS' system, which remotely diagnoses products connected to the LG ThinQ smart home platform. Even if customers do not explain the product status in detail, AI analyzes usage data to diagnose issues, and consultants then provide customers with simple solutions based on these results.

The company is also strengthening accessibility through customized services such as 'Senior-Only Consultation' and 'Sign Language Consultation.' For customers aged 60 and above registered with the customer center, LG Electronics provides a 'Visible ARS' service with buttons 1.7 times larger than usual, and a 'Slow Speech Service' that reduces the speaking speed to 80%. Customers aged 70 and above are directly connected to a dedicated senior team. Sign language consultations can be easily accessed via video calls or messaging apps such as KakaoTalk.

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