Samsung Electronics Expands AI-Based 'Home Appliance Remote Diagnosis' to Over 120 Countries Globally

[Financial News] Samsung Electronics announced on the 21st that it has expanded its 'Home Appliance Remote Diagnosis (HRM)' service, which analyzes and diagnoses the status of home appliances owned by customers using artificial intelligence (AI), to over 120 countries globally. 
The 'Home Appliance Remote Diagnosis' service, first launched in Korea in 2020, is a customer support service that remotely monitors the status information of products connected to SmartThings, analyzes them with AI, and provides diagnosis and consultation at the level of a professional engineer based on the analyzed information.
Since last year, it has been piloted in 10 countries including the United States, United Kingdom, and France where English is spoken, and this year, the service support languages have been expanded to a total of 17 languages including Spanish, Portuguese, and Arabic, allowing customers in over 120 countries to use the service.
When there are signs of abnormality in the products used by the user, they can contact the Samsung Electronics contact center to use the 'Home Appliance Remote Diagnosis' service.
With the user's consent, product status information such as internal temperature, humidity, performance of major components, and recent error history during operation is delivered via SmartThings, analyzed by AI, and the problem is diagnosed.
The information analyzed through AI is delivered to the consultant in the form of a report, and the consultant accurately identifies the product status to provide self-action methods or proceed with service visit requests. For example, if there is a problem with a refrigerator and the user contacts the Samsung Electronics contact center, the 'Home Appliance Remote Diagnosis' service analyzes major status information of the product such as refrigerator and freezer temperature, ice-making performance, door opening and closing status, and filter performance through SmartThings and provides it to the consultant, who then guides the most appropriate action method based on the analyzed information.
Even if a service visit is required, the engineer can efficiently review detailed product data in advance.
In the case of home appliances with screens such as the Family Hub refrigerator equipped with a 32-inch screen and the 'AI Home' touchscreen-equipped refrigerator and washing machine, remote diagnosis can also be received through screen sharing. The engineer supports actions such as monitoring the screen of the product used by the customer remotely to update system errors or drivers.
The 'Home Appliance Remote Diagnosis' service can be used on models that support SmartThings among home appliances such as refrigerators, washing machines, and dryers produced after 2019.
Mi-Young Yu, Vice President of Samsung Electronics' Digital Appliances (DA) Division, said, "By expanding the 'Remote Diagnosis Service' to over 120 countries globally, we are enhancing customer convenience and service efficiency," and added, "We will continue to solidify the 'AI Appliance=Samsung' formula with differentiated products and services applied with AI to increase customer satisfaction." soup@fnnews.com Subin Lim