Currys said it has launched a “game-changing” AI video tool to speed up repairs, improve customer service and cut unnecessary callouts.
The tech giant has partnered with Agentic Video Intelligence platform Vyntelligence to roll out the tool, marking a retail-first use of this kind of AI video technology.
After speaking to the contact centre, customers receive a link prompting them to film a short video showing the issue with their tech product, along with a photo of the serial number.
Vyn’s AI then analyses the footage, summarises the key problem and sends the information directly to Currys’ specialist engineers.
The tool is already live at Currys’ Newark repair hub — one of Europe’s largest — and is designed to improve first-time fix rates, streamline operations and reduce the environmental impact of unnecessary technician visits.
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The retailer said the move reflects its commitment to extending the life of tech products and using AI in practical ways that benefit customers, colleagues and the planet.
Currys’ director of service operations David Rosenberg said: “We’re delighted to be announcing this partnership with Vyntelligence. Their Agentic AI platform is customer-friendly and enables us to save crucial time and resources, ensuring our expert technicians can focus on what matters most: giving tech the longest life possible.”
The feature is initially being used across TV and white goods repairs and forms part of Currys’ warranty and optional care packages. As well as speeding up diagnostics, the platform can digitise product serial numbers to help identify the right parts before an engineer is dispatched.
The announcement follows last week’s launch of The Pitch, the electricals specialist’s new colleague-led innovation platform powered by AI.
Kapil Singhal, co-founder and CEO of Vyntelligence, added: “This partnership with Currys marks a meaningful step forward in our mission to build deeper trust with customers while advancing environmental stewardship. We’re excited to see how Vyntelligence’s technology can support Currys’ sustainability goals and enhance their customer experience.”
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