Samsung Electronics has recorded first place for four consecutive years in the Korea Standards Association's Digital Consumer eXperience Index (DCXI) comprehensive home appliances category. The company explained that this result stems from expanding AI-based digital experience across the entire purchase journey from product exploration through installation, use, and after-sales management.

DCXI is an index that comprehensively evaluates consumer satisfaction across the entire process of exploring, purchasing, and using products through digital channels.

The Korea Standards Association measures △information quality (completeness and accuracy) △system quality (reliability and ease of use) △personalization factors (empathy and privacy) during pre-purchase, during-purchase, and post-purchase stages. This survey was conducted targeting 68 brands across 20 industry sectors including comprehensive home appliances, automobiles, and banking.

Samsung Electronics reportedly received high scores in the categories of currency, reliability, and completeness.

Samsung Electronics has enabled customers to check key features of multiple products on a single screen through the 'Compare' function on its official online mall, Samsung.com.

The company also operates chatbot service and purchase-specialized consultation to handle product recommendations and purchase-related inquiries.

At the installation stage, the company provides 'Calm Onboarding' functionality to assist with WiFi connection and device registration, and also supports an 'Integrated QR' function that allows customers to check product registration methods and user manuals all at once.

The AI voice assistant 'Bixby' is based on a large language model (LLM) and executes functions by understanding user speech context without requiring specific commands, according to the company.

Through the SmartThings-based 'AI Savings Mode,' energy consumption can be managed according to usage patterns for each product.

At the after-sales management stage, through the 'Home Appliance Remote Diagnostics (HRM)' service, professional consultants can remotely analyze device conditions and guide resolution methods, allowing problems to be resolved without visiting service centers, the company said.