Currys has rolled out an agentic AI video tool in one of the largest tech repair centres in Europe in what it describes as a retail first.
Currys said the technology will enable its customers to easily show and describe any issues with their products when seeking a repair.
The electronics retailer has partnered with Vyntelligence (Vyn), an agentic video intelligence platform which speeds up short video data capture for the rollout.
After initially speaking with the contact centre, the retailer said customers will receive a text linking to a Currys Vyn report where they are prompted to record the issue and take a photo of the product serial number.
As customers submit their report, the agentic AI tool will automatically summarise the key issues and share them with specialist repair technicians at Currys.
Currys said the partnership will improve first-time fix rates, streamline workflows and reduce the company’s carbon footprint by reducing the amount of unnecessary callout visits.
The company added that it improves the customer experience as it saves time by digitising the product serial number from the photo to ensure the correct parts are identified ahead of any required repairs.
The new tools will initially focus on efficient white goods and TV repair services, with the service falling under the company’s warranty and optional care package, extending coverage beyond the initial warranty period.
David Rosenberg, director of service operations at Currys said that the agentic AI platform is customer-friendly and enables the business to “save crucial time and resources,” ensuring the retailer’s expert technicians can “focus on what matters most: giving tech the longest life possible, drawing on their highly-specialist skills to do so.”
The retailer said the partnership shows its AI strategy in action, implementing practical and impactful uses of AI that help customers, colleagues and the planet.
Earlier this month, Currys announced it is expanding a new AI-driven ideas platform which enables employees to suggest improvements, flag inefficiencies, and solve everyday problems.
The platform, developed by Sideways 6, is already available to 5,000 staff members across the tech retailer’s supply chain and services teams.
The retailer said it will expand the platform to a further 9,000 employees by the end of the financial year.
In 2024, Currys is highlighted that consumers are spending £9 billion on replacing broken tech products.
According to its research, 42 per cent of UK consumers automatically assume their tech is unrepairable when it stops functioning and Currys launched a campaign urging customers to repair and not replace their items to reduce the amount of e-waste produced each year.