Samsung launches AI-powered remote diagnosis tool to reduce service wait times

Samsung

Gurugram, India, April 14, 2025: Samsung India has introduced a new AI-powered tool designed to speed up service response times and minimise the need for in-person technician visits. The new Home Appliances Remote Management (HRM) tool enables remote diagnostics and troubleshooting for Samsung smart appliances registered on the SmartThings app.

The HRM system uses AI to remotely identify and resolve issues with home appliances, including air conditioners, washing machines, and refrigerators. When a customer reports a problem through Samsung’s support channels, the system automatically identifies the model and serial number of the appliance through Samsung’s CRM system. After obtaining user consent, customer care advisors can remotely diagnose and monitor the appliance and, in some cases, directly control it to resolve issues on the spot.

By enabling remote counselling, monitoring, and control, the tool reduces downtime and enhances service efficiency. Samsung says the technology is especially useful during peak demand periods, such as summer for ACs, where customers can avoid long wait times for technician appointments.

“Samsung Service is at the forefront of home appliance diagnostics, leveraging advanced tools to identify issues with pinpoint accuracy. With HRM, customers can now get proactive support and real-time troubleshooting, improving resolution times and overall experience,” said Sunil Cutinha, Vice President, Customer Satisfaction at Samsung India.

A recent example shared by the company involved a customer in Chennai who noticed his air conditioner was cooling less effectively. With the AC already linked to the SmartThings app, the HRM tool detected the issue and advised the customer to clean the microfilter — all resolved in minutes without the need for a technician visit.

Samsung’s HRM tool is currently available for smart appliances connected to the SmartThings ecosystem, continuing the company’s push towards AI-driven customer support and connected living solutions.