家电突发故障，经常会打乱家庭生活节奏。对于大多数消费者而言，传统的报修流程不仅繁琐，而且充 满不确定性：不知道哪里坏了、维修师傅何时上门、是否需要二次等待配件等等。对此，海尔智家 （600690）APP升级的"AI自诊断"功能，利用数字化技术直击售后痛点，让维修服务从此"心中有数"。 海尔智家APP升级"AI自诊断"功能后，当用户将设备绑定APP，系统便开始实时监测设备的健康状态。 一旦出现异常，系统会率先触发智能自检程序，引导用户进行简单的自主排查，许多假性故障在此环节 即可解决。如果确实需维修，用户可一键报单。 更关键的是，后台会将精准的故障代码实时同步给服务兵。这意味着，维修师傅出发前就已知道"病 灶"所在，能够实现"带件上门、一次修好"。售后效率提升后，大幅缩短了用户等待时间，也标志着智 慧家庭售后服务迈向了"主动智能"新阶段。 在传统模式下，用户发现故障后，通常需要拨打客服电话描述问题，但由于缺乏专业知识，描述往往不 准确，还要进行多轮沟通。维修师傅上门排查后，若发现需要更换特定备件，还要再次预约时间，严重 影响用户体验。 ...

传统家电的服务流程中，用户的体验是断点式的。下单购物大多是在第三方电商平台，操作时用的是品牌官方APP，出现问题还要找客服电话或第三方平 台，售后报修也经常要反复沟通。但随着数字化时代到来，这种不连贯的服务方式，已经被海尔智慧家庭的数字化转型打破。 上个月，海尔智家APP再次完成一系列数字化转型升级。用户在APP上即可完成从物流订单全程跟踪、全品类家电智慧管理，再到接收耗材与清洁提醒、AI 语音报单等智慧家庭全生命周期服务。 同时，海尔智家已实现全品类家电的智慧管理，如冰箱的食材管理、菜谱推荐、预约制冰等功能，洗衣机可以预约洗衣、洗完提醒及洗护程序云端迭代。智 能耗材与清洁提醒进一步将服务前置，无论是净水机的滤芯、洗碗机的洗涤剂，还是洗衣机的桶自洁、空调的自清洁，系统都会根据使用频率自动推送保养 提醒，并支持耗材一键下单。 交付透明，AI交互高效智能 买过家电的都知道，不同平台物流服务水平参差不齐，用户经常没法准确知道货到了哪里、何时送货上门。海尔智家APP升级物流订单全程跟踪后，用户的 统仓统配订单像点外卖一样，能实时查看车辆位置和订单状态，还支持自主催办和改约。 很多智能家居APP因为操作繁琐且割裂，一直 ...

Core Viewpoint - The article discusses the evolving definitions and standards of smart home technology, highlighting the recent "New National Standard" released by the National Standards Commission, which categorizes smart home products into five levels (L1-L5) based on their intelligence and user experience. The article compares three leading companies—Haier, Midea, and Xiaomi—each with distinct approaches to their smart home applications [1][5]. Group 1: Haier - Haier's smart home app aims to be the "first entry point for smart homes," featuring a new 3D interactive view that transforms a flat device list into an engaging 3D home model, enhancing user experience from "controlling appliances" to "managing life" [1]. - The app integrates over 55 brands and 167 categories of devices, extending smart living from indoor to outdoor scenarios through partnerships, such as with Changan and Chery [1]. - Haier offers a comprehensive service model that includes installation, maintenance, and design, providing a seamless user experience [1]. Group 2: Midea - Midea's app positions itself as a leader in the AI smart home era, introducing the Smart Home Agent concept and the "Xiao Mei AI Family Assistant," which aims for a "no-feel" control experience through self-sensing and decision-making capabilities [2]. - The company actively collaborates with major smartphone manufacturers and automotive companies to expand the interconnectedness of "people, vehicles, and homes," focusing on deep AI integration [2]. - Midea's strategy emphasizes making smart home technology smarter and more invisible, enhancing user comfort [2]. Group 3: Xiaomi - Xiaomi's app serves as the core control platform for its smart ecosystem, characterized by a simple interface and intuitive operation, allowing users to easily access frequently used functions [3]. - Although the 3D view feature is still under development, the app has strengthened its scene capabilities with new modes for security, environment, lighting, and shading, catering to comprehensive user needs [3]. - The app acts as an efficient "connector" and "adaptation center," integrating both Xiaomi's products and third-party devices, thus reducing complexity and cost for users looking to build a mixed-brand smart home [3]. Group 4: Conclusion - The competition among the three apps reflects deeper industry interpretations of "smart home" and the battle for user engagement, with Haier focusing on ecosystem building, Midea on control, and Xiaomi on adaptability [5]. - Users may find that there is no "best" option, but rather one that is "more suitable" based on their preferences for brand integration, AI experiences, or mixed-brand compatibility [5].

Core Insights - The article discusses the 12th National After-Sales Service Conference held in Beijing, featuring a speech by Yu Bin, General Manager of Service Operations at Haier Smart Home [1] Group 1: Company Overview - Haier Service focuses on building a smart home service ecosystem, adhering to the service philosophy of "sincerity forever" [3] - The company implements a four-dimensional service system characterized by "ubiquitous, timely, meticulous, and capable" service, aiming to create impactful experiences for users [3] Group 2: Service Innovations - In the digital economy era, after-sales service has evolved beyond simple repairs and replacements to creating better living experiences through technology empowerment [3] - Haier Service emphasizes digital transformation by developing a digital service platform, allowing users to interact with service personnel via the Haier Smart Home APP and mini-programs using text, voice, and video [3] - The service process is transparent, with standardized online work orders for service standards and pricing details, enabling users to supervise and evaluate service quality in real-time [3] Group 3: Customer-Centric Approach - The company believes that maintaining a user-centric approach and continuously driving technological innovation and service upgrades is essential for gaining a competitive edge in the industry and creating real value for users [3]

Core Viewpoint - The 12th National After-Sales Service Conference highlighted Haier's commitment to transforming after-sales service through digitalization and proactive service models, aiming to enhance user experience and industry standards [3][11]. Group 1: Company Overview - Haier is recognized as a global leader in providing solutions for a better life and digital transformation, with a focus on becoming a world-class enterprise [3][11]. - Haier Service, a subsidiary focused on smart home service ecosystem construction, emphasizes a user-centered approach to deliver the best overall experience [6][11]. Group 2: Digital Transformation - The company is concentrating on digital transformation by building a digital service platform, allowing users to interact with service personnel through various formats such as text, voice, and video [8][15]. - Service standards and pricing details are made transparent through standardized online work orders, enabling users to supervise the service process and provide real-time feedback [8][15]. Group 3: Proactive Service Model - Haier Service aims to shift from reactive to proactive service by implementing predictive maintenance and smart alerts, identifying issues before users are aware of them [4][12]. - The use of IoT sensors and AI algorithms allows for real-time monitoring of appliance parameters, facilitating automatic detection and remote repair [4][12]. Group 4: User-Centric Innovations - The company has introduced innovative services such as micro-modification to address appliance size mismatches in older residential areas, enhancing user satisfaction [15][16]. - Haier Service has developed nearly a hundred scene-based solutions for various home environments, promoting a shift from single-product service to scenario-based service [15][16]. Group 5: Commitment to Quality - The company emphasizes a service philosophy of "sincerity forever," ensuring that service personnel are always available to meet user needs, regardless of location [7][14]. - Haier Service's approach includes personalized care and attention, fostering long-term trust with users and enhancing overall service quality [7][14].

Group 1 - The core viewpoint of the articles highlights Haier Smart Home's dual approach of showcasing practical applications at the "Good House Technology Exhibition" and establishing an innovation laboratory to address industry technical challenges, thereby transforming strategic layouts into tangible upgrades for users' homes [1][4]. Group 2 - The "Good House Technology Exhibition," which opened in November 2025, serves as a significant platform for Haier Smart Home to display its achievements in smart living, featuring five core areas that replicate a fully intelligent home environment, showcasing innovations such as automatic scene activation and proactive appliance management [2][4]. Group 3 - The "Smart Home Innovation Laboratory" acts as a crucial support for Haier Smart Home's technological framework, focusing on deep integration of production, academia, and research to tackle key pain points in home automation, thus laying a foundation for continuous iteration of Haier's smart home strategy [3][4]. Group 4 - The strategic implications of Haier Smart Home's initiatives are twofold: on the industry side, it aims to break down barriers by collaborating with state-owned enterprises and research institutions to create an open ecosystem, while on the user side, it leverages the Uhome model to liberate users from household chores and provide a seamless five-star service experience through the Haier Smart Home app [4].

Core Insights - The Internet of Things (IoT) technology is continuously evolving, driving the deep penetration of smart home solutions into everyday life [1] - Haier's "Smart Home Brain" and "Smart Home APP" received awards at the 2025 World IoT Awards, highlighting the company's technological strength in smart home solutions [1][3] Group 1: Smart Home Brain - The Smart Home Brain serves as the "intelligent hub" of the household, integrating AI perception, voice, vision, and cognitive capabilities to understand user needs proactively [3] - It can automatically identify the type and quantity of food, such as egg tarts, and match the optimal baking temperature and time without manual adjustments [3] - Users can control multiple devices with simple voice commands, enhancing convenience and eliminating the hassle of managing various devices [3] Group 2: Smart Home APP - The Smart Home APP addresses the common pain points of finding and operating smart devices, featuring a newly launched 3D home view function that presents the home environment and device status visually [3] - Users can easily adjust settings, such as the water heater temperature, by directly clicking on the corresponding icon in the 3D view, simplifying the control process [3] - The APP has over 13 million monthly active users, indicating widespread adoption and engagement [3] Group 3: Future Outlook - The capabilities of the Smart Home Brain are widely applied in households, allowing homes to respond intelligently to environmental changes, such as closing windows when it rains [3] - Haier aims to continue focusing on user needs, ensuring that technological advancements translate into tangible benefits for everyday life [3]

Core Insights - Haier Smart Home has made significant progress in building the "Good House" ecosystem amid rapid advancements in AI technology and increasing housing demands [1][2] - The establishment of the "Smart Home Innovation Laboratory" in collaboration with over ten authoritative institutions and leading enterprises marks a key step in innovation [1] - The exhibition showcased 63 implemented "Good House" smart scene solutions, demonstrating the practical outcomes of Haier's strategic initiatives [1] Group 1: Technological Advancements - The smart solutions presented are not merely a collection of devices but are integrated systems that exhibit cognitive and sensory capabilities [1] - Haier's Uhome model enables natural language interaction and proactive service capabilities for home appliances, enhancing user experience [1] - The Haier Smart Home app allows for comprehensive control of the entire home, with innovative 3D family view features for easier device management [1] Group 2: Ecosystem Expansion - Haier Smart Home's platform has integrated over 55 brands and 167 categories of devices, extending its reach across various sectors including home, automotive, and community [2] - The "Human-Car-Home" exhibition area demonstrates seamless integration of smart experiences, such as triggering home modes upon vehicle entry into the community [2] - Future plans include deepening the integration of AI technology with living scenarios to transition the "Good House" concept into more ordinary households [2]

Core Viewpoint - Honor is transitioning from a device manufacturer to an AI terminal ecosystem company, highlighted by the launch of its AI operating system Magic OS 10 and the "1×3×N" ecological strategy [1][2]. Group 1: Company Transformation - Honor is currently undergoing a significant transformation, focusing on becoming an AI terminal ecosystem company [1]. - The company has invested over 10 billion yuan in AI research and development [2]. Group 2: Ecological Strategy - Honor's "1×3×N" ecological strategy aims to create a smart interconnected ecosystem across brands, scenarios, and devices [2]. - The "1" in the strategy represents the HONOR AI Connect platform, which opens Honor's AI capabilities to all ecosystem partners [2]. - The "3" refers to supporting partners through three models: ecology, channels, and technology & brand [2]. - The "N" indicates that Honor will cover multiple industry clusters, including education, smart home, audio wearables, toys, and pets [2]. Group 3: Industry Collaboration - Several smart home brands, including Haier, have joined Honor's smart interconnected ecosystem, aiming to resolve the current fragmentation in smart home applications [3]. - Currently, many smart home devices do not interconnect, requiring users to download multiple apps for different brands [3]. Group 4: User Experience Challenges - The fragmentation of apps has led to a suboptimal user experience, with many smart devices remaining inactive [4]. - Haier's smart home app has 13 million monthly active users, which only accounts for 30% of the device activation rate, indicating that 70% of smart devices are underutilized [4]. Group 5: Future Connectivity Plans - Honor plans to facilitate device connectivity through a "tap-to-connect" feature, allowing users to easily link devices from different brands [5]. - The Honor interconnectivity capability is expected to expand into various life scenarios as more industry partners join the ecosystem [5].

Company Overview - Haier Smart Home Co., Ltd. is a subsidiary of Haier Group, focusing on the "smart home" sector, with its origins tracing back to the establishment of Qingdao Refrigerator Factory in 1984 [1] - The company was listed on the Shanghai Stock Exchange in 1993, on the Frankfurt Stock Exchange in 2018, and on the Hong Kong Stock Exchange in 2020, achieving a global capital market layout [1] - Haier Smart Home employs over 100,000 people globally, with more than one-third being foreign employees [1] Quality Management and Certifications - In 2024, all domestic and European factories of Haier Smart Home achieved ISO 9001 quality management system certification, with a certification coverage rate of 96% [2] - 46 domestic factories received QC 080000 certification, and 5 factories obtained ANSI ESD S20.20 certification, bringing the total to 13 certified factories [2] User Interaction and Service Model - The company upgraded its user interaction system in 2024, allowing users to communicate with service personnel through various platforms, achieving intelligent dispatch and second-level response to service requests [2] - Haier Smart Home established a "Quantum Store" model, focusing on community-centered services, integrating online and offline channels to meet diverse home service needs [2] Complaint Management and Service Training - In 2024, Haier Smart Home received 66,212 complaints regarding products and services, achieving a 100% complaint resolution and satisfaction rate [3] - The company conducted over 7,300 practical training sessions nationwide, involving more than 100,000 service personnel and training over 5,700 service providers [3][4] Quality Assurance Philosophy - The company adheres to the "user-oriented, quality for all" philosophy, establishing a comprehensive management system for quality, harmful substance control, and ESD protection [4] - A user experience committee has been set up to refine products with strict standards, continuously optimizing user experience and building a strong reputation in the home appliance ecosystem [4]