LG introduces European AI-powered customer care service

IFA 2019, which kicks off at the end of next week, will be the European launching pad for LG Electronics’ artificial intelligence-infused customer service solution, Proactive Customer Care.

The service leverages the company’s advanced ThinQ AI to provide personalised support, alerting users to issues with their LG appliance and offering helpful tips and solutions to maximise performance and long product life. The service will initially support LG’s newest front-load washing machines and bottom-freezer refrigerators in the UK, France, Germany, Italy and Spain this year, to be followed by other key markets in Europe next year.

Using the latest in AI technology, LG Proactive Customer Care is designed to inform appliance owners of potential problems before they occur. It can expedite technician visits, if needed, and offer guidance on how to keep LG’s products functioning optimally. Users can take advantage of the service by registering and connecting their appliances via the free LG ThinQ app (for Android and iOS).

LG’s AI customer care solution covers 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 greeted with a newsletter upon activation and alerted if a problem is detected, with detailed instructions on how to resolve the issue. Designed to maximise customer satisfaction, LG Proactive Customer care is a one-stop service for all questions about the supported LG product.

One example of this customer service solution is that appliance owners will receive regular email reports 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,” said 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.”

IFA 2019 takes place on 6 – 11 September. Visitors can learn more about LG smart appliances in Hall 18 of Messe Berlin.