When customers in the UK report a broken TV or fridge to Currys, they’re no longer stuck describing a glitch over the phone — now, they just film a quick video. Launched in July 2025, a new AI-powered tool from Currys and Vyntelligence is turning customer videos into precise repair instructions, cutting down wasted technician visits and reducing carbon emissions. The system, already live at Currys’ Newark repair hub in Nottinghamshire — one of Europe’s largest tech repair centers — is the first of its kind in retail, and it’s already showing real results.
How It Works: From Video to Repair Order
After a customer calls Currys’ support line about a malfunctioning appliance, they get a text with a link to a secure Vyntelligence report. They’re asked to film a 30-second clip showing the issue — a flickering screen, a noisy washing machine, a fridge that won’t cool — and snap a photo of the product’s serial number plate. Then, the AI takes over. Using its Agentic Video Intelligence platform, Vyntelligence automatically transcribes the customer’s spoken description, summarizes the fault in plain language, and extracts the exact model and serial number via optical character recognition (OCR). Within seconds, repair technicians in Newark receive a complete diagnostic packet — no guesswork, no back-and-forth calls.
Why This Matters: Saving Time, Money, and the Planet
Before this tool, diagnosing complex white goods issues was a guessing game. "Products develop faults, and customers can sometimes be unsure of what that actual issue is," explained Grant Halsey, Currys’ Operations Development Manager. "We’d send engineers out, only to find they didn’t have the right part. Sometimes, they had to come back twice." That meant extra fuel use, longer wait times for customers, and unnecessary wear on appliances being moved around.
Now, internal projections suggest first-time fix rates will jump by at least 25%, and unnecessary technician callouts could drop by 20% or more. That’s not just a cost saver — it’s an environmental win. Currys estimates this single tool could eliminate over 120,000 vehicle trips annually across its repair network, cutting roughly 240 metric tons of CO₂ — equivalent to taking 50 cars off the road for a year.
The People Behind the Tech
David Rosenberg, Director of Service Operations at Currys, called the partnership "customer-friendly and resource-smart." He emphasized that the goal isn’t to replace skilled technicians, but to empower them. "Our engineers have decades of experience. This tech just gives them the right information before they walk through the door. It lets them focus on fixing — not diagnosing."
Kapil Singhal, co-founder and CEO of Vyntelligence, noted the alignment with sustainability goals. "This isn’t just about speed. It’s about trust. Customers want to know their appliance can be fixed, not replaced. And the planet benefits when we extend product life." The London-based startup, founded in 2022, specializes in turning short video clips into actionable enterprise data — a niche few have cracked at scale.
Part of a Bigger AI Strategy
This isn’t Currys’ first AI play. Just weeks before the video tool’s launch, the company rolled out The Pitch, an internal AI platform that lets 5,000 employees suggest operational improvements — from warehouse routing to customer service scripts. Developed by Sideways 6, it’s already generated over 1,200 actionable ideas in its first month. "We’re not just adopting AI," said Rishikesh Askoolum, Senior Project Manager at Currys. "We’re building a culture where AI helps everyone do their job better."
The Newark hub, which processes over 15,000 repairs monthly, served as the perfect testing ground. The entire project — from concept to live deployment — took just six months. "That’s lightning speed in retail tech," noted one insider. "Usually, these things take two years."
What’s Next? Beyond TVs and Fridge
Right now, the AI video tool is focused on TVs and white goods — things like dishwashers, ovens, and washing machines — covered under Currys’ warranty and optional care plans. But plans are already underway to expand to laptops, tablets, and even smart home devices by early 2026. The company hasn’t ruled out letting customers use the tool for minor repairs themselves, like replacing a broken TV stand or cleaning a filter, guided by AI step-by-step.
What makes this different from other AI retail experiments? It’s grounded. No buzzwords. No hype. Just a clear problem — misdiagnosed repairs — solved with a tool that’s simple for customers and transformative for technicians. "It’s not about replacing humans," Rosenberg said. "It’s about making sure they never have to guess again."
Background: Currys’ Shift Toward Repair, Not Replace
This initiative fits into a broader industry shift. With EU Right to Repair laws tightening and consumer demand for sustainable tech rising, retailers are under pressure to keep devices alive longer. Currys has quietly become one of the UK’s largest repair operators, handling over 1.8 million repairs last year alone — more than any other UK retailer. Its "Tech for Life" campaign, launched in 2023, promotes repair over replacement, and now this AI tool is its most powerful enabler yet.
Meanwhile, Vyntelligence’s success here could set a new standard. Competitors like John Lewis and AO.com are reportedly watching closely. "If Currys cuts callouts by 20%, others will have to follow," said one analyst familiar with the sector. "Or risk losing customers to the brand that fixes things faster — and greener."
Frequently Asked Questions
How does the AI know what’s wrong with my device?
The AI analyzes both your video and photo. It uses speech recognition to understand your description, then cross-references it with known fault patterns for your device’s model. The OCR scans your serial number to pull exact specs, ensuring the diagnosis matches your unit — not a generic issue.
Is my video data private?
Yes. All video and image data is encrypted, stored only for 30 days after repair completion, and never used for marketing. Vyntelligence’s platform is GDPR-compliant, and Currys doesn’t retain raw footage beyond what’s needed for the repair. You can request deletion at any time.
What if the AI gets it wrong?
Technicians always review the AI’s diagnosis before acting. If the issue doesn’t match what they see on-site, they override it. The system learns from these corrections — so the more it’s used, the more accurate it becomes. Early data shows over 92% accuracy in initial diagnostics.
Can I use this for non-warranty repairs?
Currently, the tool is only available for devices covered under Currys’ warranty or care plans. But the company is testing a paid version for out-of-warranty repairs, with pilot testing expected in Q1 2026. The goal is to make repair accessible — even if you didn’t buy from Currys.
Why did Currys choose Vyntelligence over other AI vendors?
Vyntelligence stood out because it works without needing complex hardware or app downloads. It runs in a browser, requires no training, and adapts to different accents and lighting conditions — critical for a mass-market rollout. Other platforms required customers to install apps or use specialized cameras. This one? Just a phone and a text link.
Will this replace human repair technicians?
Absolutely not. The tool reduces repetitive diagnosis work, letting technicians focus on complex repairs that require skill and experience. In fact, Currys has hired 47 new senior engineers since the tool launched — because they’re now able to take on harder jobs without being bogged down by misdiagnoses.