Research on the application of the CARE interaction model in smart home appliance customer service systems
LIU Qiang
CHEN Guoping
LI Meng
MA Rui
WANG Yan
Abstract：With the widespread adoption of smart home appliances and the trend toward fully interconnected homes,users' demands for seamless device interaction and enhanced after-sales customer service have significantly increased.However,traditional customer service models have long faced challenges such as insufficient intelligence and fragmented user experiences.To address these issues,proposes and reviews the innovative application of the CARE interaction model—integrating human-computer interaction and intelligent technology in smart home appliance customer service.The CARE model comprises four key dimensions:Comprehension,Agent,Rapport,and Ensemble UI,emphasizing deep understanding of user intent,autonomous agent capabilities,empathetic human-like interactions,and unified multimodal interface designs.Firstly,introduces the context and background of intelligent customer service within the home appliance industry,followed by the theoretical foundations and framework of the CARE model.It then elaborates on each design dimension with comparative analysis and summarizes typical application strategies and practical implications of the model in the industry.The research indicates that the CARE interaction model effectively enhances the humanization and intelligence of smart customer service.Furthermore,by integrating large-scale AI models and interdisciplinary design methodologies,the CARE model will play an increasingly pivotal role in shaping innovative customer service solutions within the home appliance sector.
Keywords：CARE modelSmart home appliancesIntelligent customer serviceHuman-computer interactionDesign innovation
Publication Date：2025-12-09
Online Publishing Date：2026-01-06(First online date of this platform, not the publication date of the document)
Pages：7( 347-353 )