Samsung electronics co.: Samsung Electronics Co. announced the expansion of its AI-powered remote customer care service to over 120 countries. The service, known as Home Appliances Remote Management (HRM), enables customer centers to remotely access diagnostic data from SmartThings-connected home appliances, providing solutions to potential issues without the need for a technician's visit.
According to Yonhap News Agency, the HRM service can access and analyze data such as the internal temperature of refrigerators or the cooling performance of air conditioners. This allows Samsung to offer solutions to customers remotely. In situations where an on-site visit is necessary, HRM assists technicians by providing detailed diagnostic data beforehand, enhancing the overall customer experience.
The HRM service initially launched in South Korea in 2020 and was made available in 10 countries last year. It now supports 17 languages, including Korean, English, Spanish, French, and Czech. Yoo Mi-young, who leads Samsung's global customer satisfaction team, stated that the service leverages seamless connectivity and real-time insights to simplify processes for customers and improve satisfaction.