Samsung has partnered with AT&T to increase customer support and launch new synthetic intelligence instruments to boost help. Recognizing the significance of quick and dependable repairs, Samsung goals to supply what it calls next-generation care choices to enhance response instances and guarantee a handy buyer expertise.
Growth with AT&T
The South Korean large has partnered with AT&T to supply same-unit restore (SUR) choices to make same-day in-home care even simpler; AT&T prospects can now store by means of an AT&T name heart agent at practically 700 Samsung retail shops nationwide or uBreakiFix by Asurion Location to schedule a restore appointment throughout the guarantee interval.
This streamlined course of permits quicker repairs, typically inside the identical day, eliminating the necessity for knowledge backup and switch, preserving unique machine settings and lowering e-waste. All repairs are lined by a 90-day restricted guarantee or the rest of the unique guarantee.
AI-powered instruments improve help
Samsung has launched synthetic intelligence-driven instruments to enhance buyer help effectivity and accuracy – 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 prospects about close by service areas, enable appointments, present restore standing updates, and change to textual content messaging. Since 2023, greater than 3.5 million textual content conversations have helped greater than 530,000 prospects, offering 24/7 entry to reside representatives and lowering wait instances.
Human elements in customer support
Samsung emphasizes the significance of the human factor in customer support, with many customers preferring cellphone or on-line chat help.
The infusion of synthetic intelligence is designed to boost agent capabilities whereas sustaining personalised service. Prospects can obtain help by means of a wide range of channels, together with the Samsung Care YouTube channel, the Samsung Members app and Samsung Neighborhood.
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