Electrolux invests R$23 million in AI-driven service overhaul in Brazil

Electrolux Group, marking its centenary in Brazil, announced a R$23 million investment through 2026 to expand global systems, develop remote‑diagnostic tools and embed artificial intelligence in its consumer‑service ecosystem. The plan aims to eliminate friction by automating initial triage, routing cases to the most suitable specialist and enabling remote fault detection for appliances such as refrigerators and washing machines. Rubens Greco, manager of consumer care for Electrolux Group Latin America, said the AI integration will "reduce response time and deliver a fluid experience" for customers.

The company oversees roughly 175 million appliances across Latin America and handles about 7 million consumer interactions annually in Brazil. Already, 60% of contacts (about 4.2 million) have shifted from phone calls to digital channels like WhatsApp and chat. The new AI tools will cross‑reference consumer histories, product data and incident context in seconds, suggest optimal solutions, and often resolve issues remotely without a technician visit.