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

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.