Samsung has expanded its customer care services in collaboration with AT&T and introduced new AI-powered tools to enhance support. Acknowledging the importance of quick and reliable fixes, Samsung is aiming to provide the so-called next-generation care options, to improve response times and ensure a convenient customer experience.
Expansion with AT&T
The South Korean giant has partnered with AT&T to offer Same Unit Repair (SUR) options, making same-day, walk-in care more accessible; AT&T customers can now schedule in-warranty repair appointments at nearly 700 Samsung retail or uBreakiFix by Asurion locations nationwide through AT&T Call Center agents.
This streamlined process allows for faster repairs, often within the same day, without the need for data backup and transfer, thus preserving the original device settings and reducing e-waste. All repairs are backed by a 90-day limited warranty or the remaining period of the original warranty.
AI-Powered Tools for Enhanced Support
Samsung has introduced AI-driven tools to improve the efficiency and accuracy of customer support — The Interactive Voice Response (IVR) system helps identify customer intent and directs them to the appropriate agent, providing insights before the call is answered.
IVR can also text customers with nearby service locations, allow appointment bookings, provide repair status updates, and switch to SMS communication. Since 2023, over 3.5 million text conversations have assisted more than 530,000 customers, offering 24/7 access to live representatives and reducing wait times.
The Human Element in Customer Care
Samsung emphasizes the importance of the human element in customer care, with many consumers preferring phone or online chat support.
The integration of AI aims to enhance agent capabilities while maintaining personalized service. Customers can access support through various channels, including the Samsung Care YouTube Channel, Samsung Members App, and Samsung Communities.
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