Samsung joins AT&T to uplevel customer support with AI tools

Samsung inked a fruitful collaboration with AT&T to upgrade its customer support. Right after the Unpacked, Samsung announced a handful of upgrades to its customer care network for Galaxy devices. The company has also debuted  AI-powered tools to better address consumer concerns.

According to Samsung, Galaxy consumers can call upon AT&T’s Call Center agents for help regarding (in-warranty) walk-in phone repair services. The company confirmed these services will be available at any of its 700 retail or uBreakiFix locations across the United States.

Meanwhile, the phone repair service may only be available for AT&T customers. High-level collaboration might also result in same-day service opportunities. Besides, the company’s AT&T alliance adds Same Unit Repair (SUR) options to the network’s customers.

“Introducing new partnerships and using AI-powered tools to further enhance the capabilities of our agents, allows for more efficient and effective experiences, extending our commitment to exceptional Care,” said Mark Williams, Vice President of Customer Care for Samsung Electronics America.

The Korean tech giant also reiterated its commitment to get a person’s sensitive device back into their hands quickly. The new SUR will play a key role here, devices will get fixed fixed to “factory quality condition” and return without needing a “comparable new or refurbished unit.”

Benefits of Walk-In Service:

• Same-Day Repairs: Available for most mobile phones, including Galaxy S21 models and newer, with appointments by 3 PM or earlier.
• One-on-One Consultation: Personalized service for a better customer experience.
• No Data Transfer Needed: Your device will be returned with the same settings, to get you back up and running immediately.