Samsung India boosts customer service with AI-powered remote diagnostics for home appliances

With customer authorization, Samsung’s HRM tool enables contact center advisors to remotely diagnose, monitor, and even control smart appliance functions via the SmartThings app. Integrated with Samsung’s CRM system, the tool automatically identifies the appliance’s model and serial number, ensuring swift and efficient service.

Hydeabad: Samsung, India’s largest consumer electronics brand, has launched a Home Appliances Remote Management (HRM) tool—an AI-based remote diagnostic and troubleshooting solution to better customer service by lessening wait time and minimizing the need for formal visits.

When authorized by the customer, the HRM tool allows Samsung contact centre advisors to remotely diagnose, monitor and even control the functions of smart appliances through the SmartThings app. The tool is linked to Samsung’s CRM system and automatically detects the model and serial number of the appliance, providing rapid service.

---

Samsung Service is leading the way for the industry through remote diagnosis, providing customers with proactive solutions without needing a technician to be dispatched, stated Sunil Cutinha, VP, Customer Satisfaction, Samsung India.

A recent example from Chennai illustrates how effective HRM can be. While temperatures were soaring, Rohan Luthra’s air conditioning system was not cooling as well as it should. The SmartThings app signaled him of an issue, and, from there, he was able to request support through the app. A Samsung advisor remotely diagnosed a clogged microfilter and guided Rohan through cleaning it, returning performance in just a matter of minutes.

Samsung’s HRM tool thus brings a blend of real-time issue rectification, counseling, and control features, establishing a greater degree of assurance about Samsung’s commitment to customer satisfaction. Given the growing demand for smart home solutions, this innovation thus sets a new benchmark for after-sales service in India.