A model poses with a Samsung Electronics refrigerator, in this photo released by the company on Aug. 21, 2025. (Yonhap)
SEOUL, Aug. 21 (Korea Bizwire) — Samsung Electronics Co. said Thursday it has launched its remote customer care service powered by artificial intelligence (AI) technology in more than 120 countries.
The Home Appliances Remote Management (HRM) service allows Samsung’s customer centers to remotely access diagnostic data of SmartThings-connected products to provide solutions to resolve issues, the company said.
For example, the program can check data, such as refrigerators’ internal temperature levels or air conditioner cooling performance, offering solutions without a technician’s visit.
“In cases when an on-site visit is ultimately necessary, HRM improves the experience by allowing technicians to review detailed diagnostic data in advance,” the company added.
The service first kicked off in South Korea in 2020 and was available in 10 countries last year. It is currently available in 17 languages, including Korean, English, Spanish, French and Czech.
“Thanks to the combination of seamless connectivity and real-time insights, this service helps to reduce complexity for our customers, ultimately enhancing their overall satisfaction,” said Yoo Mi-young, the head of Samsung’s global customer satisfaction team.
(Yonhap)
