Samsung India has launched a new AI-powered tool called Home Appliances Remote Management (HRM) to improve customer service for home appliances. This tool helps reduce wait times and cuts down on the need for technicians to visit homes.
With customer approval, the HRM tool allows Samsung customer service advisors to remotely check and even control smart appliances using the SmartThings app. The tool is connected to Samsung’s Customer Relationship Management (CRM) system, so it automatically detects the model and serial number of the appliance, making the service quicker and more efficient.
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According to Sunil Cutinha, VP of Customer Satisfaction at Samsung India, this tool is helping to lead the industry by providing remote diagnostics, allowing Samsung to fix problems without sending a technician.
One example from Chennai shows how well the HRM tool works. Rohan Luthra’s air conditioner wasn’t cooling properly during a hot spell. The SmartThings app notified him about the issue, and he was able to ask for help through the app. A Samsung advisor used HRM to remotely check the appliance, found a clogged microfilter, and guided Rohan on how to clean it. The problem was fixed in just minutes.
This new HRM tool shows Samsung’s commitment to customer satisfaction, offering real-time problem-solving and support without needing to send someone to the customer’s home. As more people adopt smart home devices, Samsung’s HRM tool sets a new standard for after-sales service in India.
