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Haier introduces facial recognition feature on its service app to enhance customer service

02-04 2019

Haier introduces facial recognition feature on its service app to enhance customer service

  • First ever company in the industry to introduce face recognition interface for engineers

  • Ensures greater customer service through qualified engineer visit from outsourced partners


New Delhi, 20 December,18: Haier, the global leader in Home Appliances & Consumer Electronics and World’s Number 1 brand in Major Appliances for 9 Consecutive Years*, today announced the launch of ‘Face Identification Feature’ for its Engineer Mobile Application. Strengthening its service promise, Haier has introduced the new feature to ensure greater customer satisfaction and enhanced security by enabling identification of on-ground Haier engineers.


The feature will be able to recognize, control and verify the authenticity of a Haier engineer attending a customer request. This will help in making the service process more transparent and secure for the customers.  Additionally, it will contribute to better time management, attendance and services of the on-field workforce. With the new feature, the engineers will be required to login to the app through live facial recognition to match their existing credentials in the database. This would also enable Haier in creating a pool of verified engineers to make the service offerings more effective and efficient in the long run.  


Commenting on the launch, Mr. Eric Braganza, President, Haier India, said, “We are committed to creating a seamless and hassle free service experience for our customers throughout their product journey with us by strengthening our capabilities technologically. We are thrilled to be the first in the industry to introduce the facial recognition feature in our service engineer mobile application. Keeping in mind the security authentication aspect and wider acceptance of the feature among our service workforce, we at Haier have introduced this integration to ensure an easy and secure authentication for the engineers.”


The face recognition technology will work on real time basis and identify the live facial features of a registered service engineer. During the registration process, engineers will be required to do a series of real time facial gestures like; blinking of eyes and head movement, among others. Once the authentication is done, it will offer a smooth interface to all the recognised working engineers to receive and attend customer queries.


Haier India has a current footprint of over 450 service centres, including Haier Exclusive Service Centers (ESCs), Authorized Service Centers (ASCs) and Direct Service Centers (DSCs) in more than 19,000 pin codes across India. The company is devoted to ensure a quick and efficient service solution for its customers across India with services like door to door Mobile Service Vans, 24*7 toll-free helpline and Dr. FIDO Live Chat feature which are available on the Haier India website.


Until now, Haier has been able to create a database of 2500+ validated engineers and is expected to cross over 3000+ by January 2019.



Initiated in January 2004, Haier Appliances (India) P. Ltd is a 100 per cent subsidiary of Haier Group. Headquartered in New Delhi, Haier India has pan India operations and a vast distribution network across the country along with a manufacturing facility in Pune, Maharashtra. Product offerings of Haier India range from refrigerators, air conditioners, washing machines, TVs, water heaters, freezers to microwave ovens, with a special focus on local needs. For example, washing machines that work at nearly Zero Water Pressure help solve the biggest challenge that Indian consumers face in their daily lives, while Haier Bottom Mounted Refrigerators have also been well received by Indian consumers due to its large refrigeration capacity which caters to local people’s dietary habits. A larger refrigeration capacity means consumers can store more vegetables while the refrigerator also makes people’s lives easier by placing the refrigerating chamber at the top of the machine.



Haier Group today is the world’s leading brand of major household appliances which is now transforming from a traditional manufacturer to an open entrepreneurship platform. In the era of the Internet and post e-commerce, Haier will extend its ecosystem to social networks and community economies while enhancing the user value of Haier products and services and instilling integrity as a core competency throughout the Group. Haier aims to become a global leader in the era of the Internet of Things.

Revenue generated by the traditional economy: Haier Group’s global revenue in 2017 was US$ 37.2 billion, with year-on-year growth of 20%; total pre-tax profits exceeded US$ 4.62 billion, profits achieved a year-on-year growth of 12.8%. Currently, the Group’s brands include Haier, Casarte, GE Appliances, AQUA, Fisher & Paykel, Leader, RRS, DCS, and Monogram. Each brand has its own unique market positioning and provides outstanding user experiences for end users. Haier is now further deploying and demonstrating the effectiveness of the Rendanheyi management model and will internationalize Rendanheyi through its unique cultural integration system.