LG Proactive Customer Care Leverages AI to Deliver Personalized Support

Customer-centric service today goes beyond the point of sale to also include the crucial aspect of post-purchase experience.

In addition to providing satisfying and helpful interactions, the latter can ensure consumer assurance through a seamless and continuing relationship with the brand. Working to anticipate the needs of the customer in advance, LG Electronics (LG) leverages AI capabilities incorporated into select products to deliver ‘Proactive Customer Care’, maximizing performance and extending product life.

The game-changing complimentary service equips customers with timely information, while also providing access to a variety of helpful features via the LG ThinQ app (for Android and iOS). Automated home care alerts bring the attention of smart appliance users to potential problems before they occur, expediting repairs when needed, and offering useful maintenance tips to keep LG appliances performing at their best.

The 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. Empowering the customer, the user is greeted with a newsletter upon activation and alerted if a problem is detected, with detailed instructions on how to resolve the issue.

Incorporated from the get-go and working behind the scenes, owners can benefit from product reliability. For instance, in the kitchen, the service will alert customers if a refrigerator door is left open, while the refrigerator temperature can even be set using a smartphone. Laundry can be monitored from anywhere, while the user is also given the option to add a whole range of newly developed wash cycles during the washing machine's entire lifespan.

Owners also benefit from regular detailed reports about appliance performance, notification history and current status. The capability of AI to analyze usage patterns and recommend maintenance cycles allows for precious time saved, while automatic detection of issues that could potentially cause increases in energy usage and water consumption saves the additional cost incurred on utility bills.

Designed to maximize customer satisfaction, LG Proactive Customer Care is a one-stop service for all questions about the supported LG product.