July 25, 2025
UK Retailer Currys Launches CX-Boosting AI Video Service Technology
In a collaboration with Vyn’s Video Intelligence Platform, UK tech and white goods retailer Currys aims to boost its service delivery operations and customer experience for millions of buyers when they suffer a technical problem.
Currys’ retail customers can use quick video clips to easily show and describe any issues with their tech products. After speaking with the contact centre, 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, Vyn Agentic AI tool will automatically summarise the key issues and share them with Currys’ specialist repair technicians.
Based out of one of Europe’s largest tech repair centres, Currys’ engineers can now spot issues in advance, as each Vyn SmartVideoNote improves first-time fix rates, streamlines workflows and reduces carbon footprint generated by unnecessary callout visits.
This is a win-win solution for both Currys and its customers. Saving time, and digitising the product serial number from the photo to ensure the correct parts are identified ahead of any required repairs.
Video and AI Boosting CX at Currys
The rollout is the first-of-its-kind and further supports Currys’ mission to give technology a longer life. The partnership shows the retailer’s AI strategy in action, implementing practical and impactful uses of AI that help customers, colleagues and the planet. This announcement follows Currys’ launch of a new colleague-led innovation platform powered by AI, the Pitch, last week.
It will initially focus on efficient white goods and TV repair services, and falls under Currys’ warranty and optional care package, extending coverage beyond the initial warranty period.
“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, drawing on their highly-specialist skills to do so.” said David Rosenberg
Director of Service Operations, Currys.
Given how hard it can be to describe a technical problem or sequence of events for many, this should help the process along and resolve issues faster. Although the question “why do white goods companies make it so you have to strip a machine to pieces to access behind the front panel, where that one tiny bit of cheap plastic has broken?” remains unanswered by history and science.
