Samsung Unveiled AI-Powered Home Appliances Management Tool

Samsung has rolled out a new Home Appliance Remote Management (HRM) tool that harnesses artificial intelligence (AI) to improve the customer experience. This innovative feature enables users to remotely oversee and control their home appliances, making everyday tasks more convenient and efficient.

The HRM system provides real-time problem-solving through remote support, monitoring, and control for smart appliances connected to the SmartThings app.

For those unfamiliar, SmartThings is an app designed to operate appliances and track usage patterns. When a customer reaches out to Samsung support regarding an appliance issue, the HRM system retrieves the device model and serial number from the company’s CRM system. With the customer's consent, contact center representatives can then remotely diagnose, monitor, and control specific functions of the appliance, offering effective troubleshooting assistance.

Commenting on the launch, Sunil Cutinha, VP, Customer Satisfaction, Samsung India, said, “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,” he said.