Samsung Electronics Service said on the 22nd that it was selected for the seventh consecutive year as the top corporation in the home appliance institutional sector in the 2025 Call Center Quality Index (KS-CQI) survey conducted by the Korean Standards Association. The cumulative total is 13 times, the most in the industry.
The Call Center Quality Index (KS-CQI) is a survey that objectively measures the quality of call center consulting services and provides a comprehensive evaluation of processes and performance. This year, phone monitoring and customer surveys were conducted on a total of 57 industries and 242 corporations, and 11 corporations were selected as top corporations.
Samsung Electronics Service introduced AI across the entire customer journey, from the start of consultation to completion of product repair, to improve ease of use. It was assessed to have delivered a differentiated customer experience based on expertise.
In consultations for Home Appliance Remote Management (HRM), a representative AI-based service, AI analyzes customer products linked with SmartThings, and based on this, agents guide customers through the steps to take. Customers can conveniently resolve issues without separate symptom descriptions or an engineer visit.
The contact center is innovating the consultation process by introducing an AI answer recommendation feature. AI analyzes conversations with customers, summarizes accurate product information, symptoms, and requirements, and, based on the analysis and accumulated content, recommends optimal answers to agents to support quick and accurate consultations.
A home appliance demonstration room and engineer ride-along training are also being operated to strengthen agent expertise. In the demonstration room, agents can reproduce symptoms with actual products and accurately identify customer inquiries. Through ride-along training with engineers, agents experience product symptom diagnosis, repairs, and customer interaction processes to deepen their understanding of the field.
An AI pre-care alert service is also provided to proactively respond and manage products before customers notice an issue. AI analyzes remote diagnostic data of products in real time to detect signs of abnormality early and provides a systematic service by linking push alerts, agent guidance, and engineer visit reservations.
The AI pre-care alert service currently pre-diagnoses 23 symptoms, including checks of air conditioner refrigerant circulation status and detection of abnormal refrigerator temperatures, for 10 products such as air conditioners, refrigerators, and washing machines, targeting subscription customers.
Executive Director Kim Gyeong-il, head of the customer consultation team at Samsung Electronics Service, said, "We thank all our customers for selecting us as a top corporation in the Call Center Quality Index for seven consecutive years," and added, "We will continue to strengthen the expertise of our consultation services and strive to provide value beyond service."