Samsung has expanded its buyer care companies in collaboration with AT&T and launched new AI-powered instruments to reinforce help. Acknowledging the significance of fast and dependable fixes, Samsung is aiming to supply the so-called next-generation care choices, to enhance response occasions and guarantee a handy buyer expertise.
Enlargement with AT&T
The South Korean large has partnered with AT&T to supply Same Unit Repair (SUR) choices, making same-day, walk-in care extra accessible; AT&T clients can now schedule in-warranty restore appointments at practically 700 Samsung retail or uBreakiFix by Asurion areas nationwide by way of AT&T Name Middle brokers.
This streamlined course of permits for quicker repairs, usually inside the identical day, with out the necessity for information backup and switch, thus preserving the unique system settings and decreasing e-waste. All repairs are backed by a 90-day restricted guarantee or the remaining interval of the unique guarantee.
AI-Powered Instruments for Enhanced Help
Samsung has launched AI-driven instruments to enhance the effectivity and accuracy of buyer help — The Interactive Voice Response (IVR) system helps establish buyer intent and directs them to the suitable agent, offering insights earlier than the decision is answered.
IVR may textual content clients with close by service areas, permit appointment bookings, present restore standing updates, and swap to SMS communication. Since 2023, over 3.5 million textual content conversations have assisted greater than 530,000 clients, providing 24/7 entry to reside representatives and decreasing wait occasions.
The Human Aspect in Buyer Care
Samsung emphasizes the significance of the human factor in buyer care, with many customers preferring cellphone or on-line chat help.
The combination of AI goals to reinforce agent capabilities whereas sustaining customized service. Clients can entry help by way of numerous channels, together with the Samsung Care YouTube Channel, Samsung Members App, and Samsung Communities.
Filed in . Learn extra about AI (Artificial Intelligence) and Samsung.
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