Samsung announces AI-powered Home Appliances Remote Management tool
Samsung India has launched its Home Appliances Remote Management (HRM) tool, a next-generation remote diagnosis and troubleshooting solution aimed at reducing service wait times and enhancing customer experience. Samsung’s HRM tool harnesses the power of AI-powered remote diagnostics and troubleshooting to resolve issues faster, reducing the need for cumbersome in-home visits.
Samsung’s HRM system allows real-time issue resolution through remote counselling, monitoring, and control features for smart appliances registered on the SmartThings app.
For those unaware, SmartThings is a user application that operates appliances and records usage patterns. When a customer contacts Samsung support about an appliance issue, the HRM system identifies the device model and serial number via the company’s CRM system. Once activated and with customer consent, contact center advisors can remotely diagnose, monitor, and control select functions of the appliance to provide troubleshooting guidance.
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,” said.
