Samsung has partnered with AT&T to develop customer support and launch new synthetic intelligence instruments to boost assist. Recognizing the significance of quick and dependable repairs, Samsung goals to offer what it calls next-generation care choices to enhance response instances and guarantee a handy buyer expertise.
Enlargement with AT&T
The South Korean big has partnered with AT&T to supply same-unit restore (SUR) choices to make same-day in-home care even simpler; AT&T clients can now store by an AT&T name heart agent at practically 700 Samsung retail shops nationwide or uBreakiFix by Asurion Location to schedule a restore appointment in the course of the guarantee interval.
This streamlined course of permits quicker repairs, typically inside the identical day, eliminating the necessity for knowledge backup and switch, preserving authentic gadget settings and decreasing e-waste. All repairs are coated by a 90-day restricted guarantee or the rest of the unique guarantee.
AI-powered instruments improve assist
Samsung has launched synthetic intelligence-driven instruments to enhance the effectivity and accuracy of buyer assist – an interactive voice response (IVR) system helps determine buyer intent and direct them to the suitable agent, offering insights earlier than a name is answered.
The IVR may textual content clients about close by service areas, permit appointments, present restore standing updates, and swap to textual content messaging. Since 2023, greater than 3.5 million textual content messages have helped greater than 530,000 clients, offering 24/7 entry to stay representatives and decreasing wait instances.
Human elements in customer support
Samsung emphasizes the significance of the human component in customer support, with many customers preferring cellphone or on-line chat assist.
The infusion of synthetic intelligence is designed to boost agent capabilities whereas sustaining personalised service. Prospects can obtain assist by a wide range of channels, together with the Samsung Care YouTube channel, the Samsung Members app and Samsung Neighborhood.
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