Samsung enhances customer service with AI remote diagnostics

[Courtesy of Samsung Electronics Co.]

Samsung Electronics Service plans to use AI technology for remote diagnostics to improve convenience in the use and after-service of consumer electronics.

According to the company on Sunday, the coverage for remote consultations has increased from 38 percent in the first quarter of last year to 68 percent in the same period this year.

This measure indicates the percentage of customer inquiries that can be diagnosed remotely.

The number of customers using remote consultations has also surged to more than 1,000 per week, which is about four times higher than last year.

Samsung Electronics Service employs its Home Appliance Remote Management (HRM) system for remote appliance consultations.

When customers connect their appliances to Samsung’s integrated connection platform, SmartThings, product information is stored on the server.

The HRM AI then analyzes this data and provides a report to the consultant, who uses it to accurately assess the condition of the customer’s appliance and provide advice on the most effective remedial actions.

In related news, starting next month, users of the Samsung Galaxy S22 will also be able to utilize various AI features, including real-time translation, directly on their smartphones.

Samsung Electronics has scheduled a software update for early May to support Galaxy AI features on the Galaxy S22, Galaxy Z Fold4, Galaxy Z Flip4, and Galaxy Tab S8 series.

The update will bring these models up to the same level of AI capabilities as the recently introduced Galaxy S23 FE.

Samsung initially equipped the AI smartphone S24 with these AI features in January, after recognizing high consumer demand for functions like real-time translation.

Following this, the company rolled out a software update in late March to extend these features to the S23 series.

The decision to implement AI capabilities in the S22, which was released in February 2022, demonstrates Samsung’s commitment to enhancing user experiences across its device lineup.