LG to debut ThinQ AI proactive service protection on smart home appliances at IFA 2019

posted on Monday, 2nd September 2019 by Steve May

Smart home  Appliances  AI  IFA 2019 

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LG Electronics will launch an AI customer service solution for appliances, called Proactive Customer Care, this week’s IFA event in Berlin. The service uses the company’s advanced ThinQ AI technology to provide personalised support, when users encounter problems with their LG appliance.

The AI customer care proposal will cover everything from installation to maintenance, determining if the customer’s appliance has been installed and is operating correctly upon activation of the app.

Customers are sent a newsletter upon activation and alerted if a problem is detected, with instructions on how to resolve the issue. LG says Proactive Customer care will be a one-stop service for all questions about supported LG products.

It can also fast track technician visits, if needed, and offer guidance on how to keep LG’s products functioning optimally. Users need to register their compatible appliances via the LG ThinQ app.

Using artificial intelligence, LG Proactive Customer Care is designed to inform LG smart appliance owners of potential problems before they even occur.

For example, the service will continuously monitors refrigerator's freezer and offers guidance if a fluctuation in temperature exceeding 3°C is detected. The service also looks for issues that could potentially cause increases in energy usage and water consumption.

The service will initially support LG’s newest front-load washing machines and bottom-freezer refrigerators in the UK, France, Germany, Italy and Spain. LG says it will roll out to other key markets in Europe in 2020.

Owners will be sent an email report detailing their appliance’s performance, notification history and current status, with reminders for the best time to perform routine maintenance.

“LG Proactive Customer Care is a new paradigm in customer service, one that ensures greater value and peace of mind for owners of our smart home appliances,” explains Song Dae-hyun, president of LG Electronics Home Appliance & Air Solution Company. “We will continue to develop innovative smart home solutions for the European market and deliver new ways to enhance convenience for LG appliance owners.”

Steve May

Inside CI Editor Steve May is a freelance technology specialist who also writes for T3TechRadarHome Cinema Choice, Trusted Reviews and The Luxe Review.

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