Samsung Launches AI-Powered Remote Diagnostic, Troubleshooting Tool In India To Enhance Service

Samsung has launched its Home Appliances Remote Management (HRM) tool, a remote diagnosis and troubleshooting solution that reduces service wait times and enhances customer experience through artificial intelligence-powered diagnostics and troubleshooting.

By leveraging the power of AI-powered remote diagnostics and troubleshooting, Samsung said its technicians can now resolve issues faster, reducing the need for cumbersome in-home visits. This technology not only enhances customer experience with rapid resolutions and reduced downtime but also sets a new benchmark for the industry, thereby improving customer care and reimagining the relationship between consumers and their smart home appliances, Samsung said.

HRM enables real-time issue resolution with remote counselling, monitoring, and control features for Samsung smart appliances registered on the SmartThings app. SmartThings is a customer-facing app, which works as an appliance operating tool and captures usage patterns.

With this innovation, Samsung aims to make home appliance maintenance more efficient and hassle-free for consumers through smart device management. When a customer contacts Samsung’s support team regarding an issue with their home appliance, the HRM system automatically detects the registered device’s model and serial number through Samsung’s CRM (customer relationship management system). Upon activation, contact centre advisors can remotely diagnose, monitor, and even control certain appliance functions post customer consent, providing immediate troubleshooting guidance.

“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, minimising the need for a technician visit,” said Sunil Cutinha, vice president, customer satisfaction, Samsung India.

Samsung cited an example of a customer whose air conditioner was cooling less efficiently. Since he had the SmartThings app installed on his smartphone and the AC was already registered in the app, he received an error notification. The customer requested support through Home Care service in SmartThings and got connected to the contact centre advisor. Upon consultation, the advisor diagnosed the issue through HRM’s remote diagnostics.