Samsung Electronics Service Selected as Korea's Excellent Call Center for 16 Consecutive Years

Selected as Customer Impressive Call Center for Three Consecutive Years
Differentiated Services Provided Using AI Technology
Remote Consultation Enables Service Without On-site Visits

Samsung Electronics Service has become the first in the home appliance service industry to be selected as one of "Korea's Excellent Call Centers" for 16 consecutive years.

On May 21, Samsung Electronics Service announced that it was selected as a "Customer Impressive Call Center" for three consecutive years and as one of Korea's Excellent Call Centers for 16 consecutive years in the Call Center Division of the "2025 Korea Service Quality Index (KSQI)" organized by the Korea Management Association Consulting. It is the first and only company in the home appliance service industry to achieve this distinction.

The Call Center Division of the "Korea Service Quality Index" is a system in which professional investigators conduct 100 phone monitoring sessions per company to evaluate service quality. Companies with outstanding service quality are selected as Korea's Excellent Call Centers, and among these, those that demonstrate excellent performance in all areas, including customer empathy, are further selected as Customer Impressive Call Centers.

Samsung Electronics Service was selected as a Customer Impressive Call Center by receiving high scores for promptness in answering calls, accuracy in handling consultations, and proactive consultation attitude. Only 13 companies out of 339 companies across 48 industries were selected as Customer Impressive Call Centers.

Commemorative photo of Samsung Electronics Service employees celebrating their 2025 KSQI Call Center Division award. Samsung Electronics Service

Samsung Electronics Service provides differentiated consultation services by utilizing AI (artificial intelligence) technology, covering the entire process from service request to engineer visits.

The generative AI-based "STT (Speech-to-Text) function" applied to the contact center converts customers' voices into text in real time, then classifies and provides information such as product names, inquiry details, and key keywords. This enables consultants to quickly confirm customer requests and provide accurate consultation services.

The AI, which has learned more than 110,000 pieces of information including Samsung Electronics product information and consultation content, analyzes inquiries received via email, chat, Samsung Members, and other channels, then provides recommended responses. This has greatly improved the speed at which consultants respond to customers.

Remote consultations using AI are also being further advanced. After analyzing the status of products connected to the SmartThings app with AI, Samsung's proprietary "Home Appliance Remote Diagnosis (HRM) remote consultation" technology is used to resolve issues without the need for a visit. The effectiveness of this service is evident, as the number of customers using remote consultation has increased by more than 85% compared to the same period last year.

Customers who subscribe to home appliances can use the "AI Pre-care Notification" service to detect signs of product abnormalities at an early stage. If AI detects an abnormality in the product's condition, a consultant will call to explain the AI diagnosis and device status, and even assist with booking a repair visit.

To enhance consultants' expertise in AI home appliances, an "AI Home Appliance Demonstration Room" has been established in the contact center, allowing consultants to check customer inquiries under identical conditions before providing consultation. Training is also underway for consultants to accompany service engineers on-site to improve their understanding of repair and installation tasks.

Kim Kyungil, Head of Customer Consultation at Samsung Electronics Service (Executive Director), said, "We would like to thank our customers for selecting us as a Customer Impressive Call Center and an Excellent Call Center," and added, "We will continue to provide differentiated services so that you can use Samsung AI home appliances in the best possible conditions."