Samsung Electronics Service Expands 'Remote Consultation Service' to Match the 'AI Home Appliance' Era

Samsung Electronics Service announced on the 14th that it will fully launch remote consultation services in line with the era of artificial intelligence (AI) home appliances.

A Samsung Electronics Service contact center counselor conducting 'HRM remote consultation.' Photo by Samsung Electronics

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Samsung Electronics Service has steadily expanded the scope of its remote consultation services. Recently, it added diagnostics for refrigerator ice-making functions and washing machine water supply and drainage, enabling remote consultations for over 800 types of customer inquiries across five products including refrigerators, washing machines, and air conditioners, Samsung Electronics Service explained.

The 'remote consultation coverage' (the percentage of customer inquiries that can be remotely diagnosed) for network-connected products increased significantly from 38% in the first quarter of last year to 68% in the first quarter of this year. The number of customers using remote consultation also quadrupled compared to last year, with more than 1,000 customers receiving remote home appliance inspections every week.

When customers connect their home appliances to Samsung Electronics' integrated connection platform SmartThings, product information is accumulated on the server and analyzed by the Home Appliance Remote Management (HRM) AI, which provides reports to consultants. Based on the analysis results, consultants accurately assess the product status and guide the most effective corrective measures.

Through this, customers can receive diagnoses at the same level as having an engineer inspect the product without having to explain the product’s condition or symptoms. They can also check the timing for consumable replacements.

Consultants can also resolve issues by remotely adjusting appliance settings. It was found that 6 out of 10 customers using remote consultation had their problems resolved remotely.

Song Bong-seop, Vice President and CEO of Samsung Electronics Service, said, "As Samsung Electronics AI home appliances lead the market, we will provide customers with a more complete AI home appliance usage experience through differentiated remote consultation services that match this leadership."

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