Home appliances create value and trust the more they are used. Especially for products based on advanced technologies such as artificial intelligence (AI), which are closely integrated into users’ daily lives, reliability becomes a central part of the user experience. That’s why Samsung is boosting the reliability of its home appliances through innovations based on AI technology as well as hardware (HW) and software (SW).
Samsung’s quality and reliability are increasingly recognized by media around the world. In the UK, independent review site Trusted Reviews has selected the Samsung Series 9 Bespoke AI washing machine.1 as ‘Best Washing Machine’ in the Trusted Reviews Awards 2025, highlighting its cleaning performance and smart features. The publication also reviewed Bespoke AI Jet Ultra, noting its impressive increase in suction power and excellent battery life.
In the third edition of the global “Why Samsung” campaign, Samsung Newsroom spoke with Miyoung Yoo, Executive Vice President and Head of Global CS Team, DA Business at Samsung Electronics, about how the company is advancing quality, innovation and reliability to benefit customer experience – and where Samsung is heading next.
Seven-year software upgrade and increased durability of core components
T1. What efforts is Samsung making to build user confidence in its home appliances?
Home appliances are used for long periods of time, so it is crucial that they remain safe and reliable after purchase. This means that product design must take into account not only how appliances are used today, but also how users’ lifestyles might change in the future.
Samsung strives to improve the quality and reliability of its AI devices by leveraging advanced AI software, hardware and technologies. First, Samsung offers software upgrades for smart home appliances, allowing them to continue to evolve over time.2 We also help our customers use their appliances more reliably and for longer with our Remote Appliance Management (HRM) solution.3 service.
On the hardware side, we use our half-century of manufacturing know-how and a rigorous verification system to continually improve the durability and competitiveness of our compressors and motors, which are “the heart of home appliances”. We also conduct long-term, high-intensity reliability testing to ensure stable performance even in extreme environments around the world.
More recently, Samsung has further improved the quality and reliability of its products by integrating AI capabilities. For example, we use AI in our digital inverter compressor to help us save energy while creating optimal cooling. We also apply AI to our HR department to detect early signs of abnormal operation and proactively inform users.
Improve device performance and security with AI and software
Q2. What is Samsung’s software update policy for its home appliances to improve reliability?
Samsung AI devices are evolving into advanced devices capable of receiving real-time feature upgrades and, through software innovation, resolving certain issues remotely.
Samsung supports software upgrades for up to seven years for its smart home appliances released since 2024. This helps add convenient new features and the latest security technologies to devices users already own, allowing products to continue to evolve over time.
For example, the AI Vision Inside feature of the Family Hub refrigerator was upgraded this year. AI Vision Inside recognizes food brought in or taken out of the refrigerator using a camera and creates a food list on the product screen, improving the convenience of food management. The number of recognized fresh foods has increased to 37, and users can now register and manage up to 50 types of processed and packaged foods.4
Q3. Besides software updates, are there ways to improve reliability through software?
Samsung continuously improves the durability and reliability of its products by providing its HRM service.
Samsung HRM is a system that collects and analyzes real-time data from devices connected to SmartThings. Based on the analysis results, advisors can assess the status of the product and guide customers on the most appropriate actions, or resolve problems by adjusting parameters remotely. This allows users to receive professional care without having to describe problems in detail and, in some cases, resolve them quickly without the need for a visit from a maintenance technician, saving time and repair costs.5
For example, if a washing machine is not dispensing fabric softener, a consultant can remotely adjust the detergent box mode. If a refrigerator doesn’t seem cold enough due to overstocking, a consultant can remotely set the temperature lower than the minimum available to users.
Samsung has continued to advance its HRM service by integrating AI technologies that proactively detect early signs of potential problems and warn users in advance. For example, by analyzing factors such as laundry room temperature and outdoor temperature, the system can predict freezing risks in washing machines and dryers and warn users in advance via smartphone alerts. It can also detect low refrigerant levels in air conditioners and refrigerators early, helping to prevent problems from escalating into major breakdowns.6
Meanwhile, Samsung Electronics Canada received an Excellence Award at the CIO Awards Canada 2025, presented by IDC in November, recognized for its human resources management project, providing reliable services to customers and setting new industry standards. The CIO Awards specifically recognize organizations that demonstrate exceptional innovation and business value through IT solutions.
This year we plan to significantly expand this service, supporting 17 languages in approximately 120 countries.
The heart of AI devices: innovative core components powered by AI
Q4. From a hardware perspective, what sets apart the quality of Samsung devices?
Building on its capabilities in AI devices, Samsung is now working to solidify its competitive advantage in core components by pushing the boundaries of hardware reliability.
Compressors and motors are often called “the heart of home appliances” because they are directly linked to product performance and durability. Since 1976, Samsung has been manufacturing compressors for almost 50 years, continually improving technology and durability. Today, its eighth-generation compressor incorporates innovations that directly improve energy efficiency and reliability, including ultra-precision machining with a tolerance of one-tenth the thickness of a human hair (5 μm = 0.005 mm), friction reduction technology and high-rigidity coatings. For washing machine7 motors, Samsung applies high-speed 3D balancing technology to ensure stable operation even during spin cycles reaching 270 rotations per second. This significantly reduces vibration and noise.
To ensure smooth performance in diverse environments – from the heat and humidity of Southeast Asia and the Middle East to the extreme cold and heavy snow of the polar regions – the company conducts rigorous stress testing on major components. Refrigerator compressors undergo extensive testing in a dedicated test space, including continuous operation for 1,500 hours at 85°C and 500 hours at 100°C, to ensure the reliability of major components.
Additionally, AI is applied to further enhance the performance and reliability of these critical components. Samsung compressors have evolved from digital inverters to AI digital inverter compressors, which use AI to adjust the operation of the compressor’s internal motor to help save energy and improve sustainability.
Q5. In the future, how will Samsung further strengthen the reliability of its home appliances?
We plan to continue improving the reliability of our home appliances by strengthening the three pillars of software, hardware and AI. Our ultimate goal is to provide an excellent user experience throughout the product lifecycle, from purchase to long-term use, while continuing to innovate to make devices more reliable.
On the software side, we improve the convenience and accuracy of features by combining them with AI. For example, the HRM department is evolving its functions to enable more accurate product diagnosis and user support by analyzing product status and error history with AI. Ultimately, with AI, we aim to transform the paradigm of device use and maintenance from repair to prevention, thereby strengthening reliability.
On the hardware side, we are accelerating innovation focused on key components. We quickly transitioned our compressors from fixed speed designs (where operating speed remains constant) to digital inverter technology, significantly improving energy efficiency and stability. Samsung continued its transformation with AI Hybrid Cooling, which uses an AI digital inverter compressor in normal situations and runs a Peltier cooling unit on top when intensive cooling is needed.
By continuously advancing AI-based core component technologies and offering continuous software upgrades, Samsung plans to continue its efforts to provide “devices that remain reliable over time.”