On Saturday, July 24, 2025, Currys PLC made retail history by rolling out a groundbreaking AI-powered video system that lets customers film their broken appliances — and have them fixed on the first visit. The move, quietly revolutionary in the world of home electronics repair, cuts down on wasted trips, reduces carbon emissions, and gives technicians the clarity they’ve long needed. It’s not science fiction. It’s happening right now in homes across the United Kingdom.
How It Works: From Text Message to Technician
After a customer calls Currys’ support line to report a faulty washing machine or a TV that won’t turn on, they get a text. Not just a callback promise — but a link. Tap it, record a 30-second video showing the problem, snap a photo of the serial number, and hit send. Within minutes, Vyntelligence’s Agentic Video Intelligence Platform, known as Vyn®, processes the footage. The AI picks out the symptoms, isolates the noise in the background, reads the serial number with optical character recognition (OCR), and builds a precise diagnostic report — all before a technician even leaves the Newark hub.
That’s the twist: the engineer arrives knowing exactly what’s wrong. No more guessing. No more dragging spare parts across the country only to find they’re the wrong ones. Currys says this system has already boosted first-time fix rates by nearly 40% in pilot tests. And for every unnecessary visit avoided, roughly 1.8 kg of CO₂ is saved — mostly from fuel burned on roads.
The Newark Hub: Ground Zero for the Revolution
The rollout began at Newark-on-Trent’s repair center, one of Europe’s largest tech repair facilities. It’s here, in a converted warehouse humming with conveyor belts and diagnostic stations, that the system went live on July 24. Over 5,000 appliance repairs are processed here monthly. Before Vyn®, engineers spent up to 20% of their time on repeat visits — often because the customer couldn’t describe a buzzing noise or a flashing error code. Now? The video tells the story. A technician can see the exact way the drum wobbles, hear the distinct click of a faulty relay, even spot a frayed wire hidden behind a panel.
"We used to rely on customers saying, ‘It just stopped working,’” said Grant Halsey, Currys’ Operations Development Manager. "Now we’re seeing videos where people show us the error code blinking in red, or the water leaking from a specific valve. It’s like giving our team X-ray vision."
Why This Matters: Sustainability Meets Service
Currys isn’t just fixing fridges — it’s trying to fix a broken model. For years, appliance repair has been treated as a cost center: send someone out, hope they bring the right part, bill the warranty. But with climate pressures mounting and consumer demand for repair over replacement rising, Currys has pivoted. The new system aligns directly with its 2030 sustainability pledge: extend the life of every device, reduce waste, and shrink its logistics footprint.
Vyntelligence’s CEO, Kapil Singhal, put it bluntly: "We’re not just automating diagnostics. We’re rebuilding trust. Customers don’t want to wait days for a fix. They don’t want to be treated like a ticket number. They want to feel heard — and they want their repair to be green."
The platform already integrates with over 200 contractor firms globally and has analyzed more than 12 million customer-submitted videos since its 2022 launch. But this is the first time it’s been deployed at retail scale — and the first time a major electronics retailer has made video diagnosis the core of its service workflow.
The Bigger Picture: A New Standard for Retail Service
This isn’t just about Currys. It’s about what every retailer will be forced to do next. When customers can film their broken TV and get it fixed in one visit, they won’t settle for anything less. Competitors like John Lewis and AO.com are already watching closely. Meanwhile, regulators in the EU and UK are pushing for right-to-repair laws that make repair more accessible — and more profitable. Currys’ system doesn’t just comply; it leads.
And it’s not stopping at white goods. Currys plans to expand Vyn® to laptops, smart home devices, and even gaming consoles by early 2026. The same technology that helps diagnose a faulty oven could one day spot a failing SSD or overheating GPU in a PlayStation.
"We launched ‘the Pitch’ a week before this — an internal AI tool that lets staff submit innovation ideas," said Rishikesh Askoolum, Senior Project Manager at Currys. "This was one of the first ideas to go from pitch to production in under six months. That speed? That’s the new normal."
What’s Next? Scaling Across the UK and Beyond
By October 2025, the system will be live in all 18 of Currys’ major repair centers across the UK and Ireland. The goal? Reduce repeat visits by 60% within a year. That’s an estimated 120,000 fewer technician journeys annually — equivalent to taking 30,000 cars off the road for a full year.
Currys is also exploring integration with its warranty apps, so customers can track their video submission’s progress in real time — and even re-record if the lighting’s bad or the angle’s wrong. "We’re not asking people to be tech experts," said David Rosenberg, Currys’ Director of Service Operations. "We’re asking them to be witnesses. And we’re giving their footage real power."
Frequently Asked Questions
How does the AI know what’s wrong with my appliance just from a video?
Vyntelligence’s AI has been trained on over 12 million customer-submitted videos, including common failure patterns for over 5,000 appliance models. It analyzes audio cues (like buzzing or clicking), visual indicators (flashing lights, leaks, error codes), and even subtle vibrations captured in the footage. Combined with OCR-verified serial numbers, it cross-references manufacturer fault databases to generate a precise diagnosis — often more accurate than a 10-minute phone call.
Do I need special equipment to record the video?
No. The system works with any smartphone. Currys’ text link opens a simple mobile-friendly interface that guides you through recording — it even prompts you to show the serial number plate, demonstrate the issue, and record ambient noise. No app download required. The platform automatically adjusts lighting and stabilizes shaky footage, so even a quick 20-second clip is enough.
Is my video data secure?
Yes. All videos are encrypted in transit and at rest. Vyntelligence does not store raw footage longer than 72 hours — only the AI-generated summary and diagnostic report are retained for technician use. Customer identities are anonymized in the system, and Currys complies with UK GDPR and the EU’s Digital Operational Resilience Act (DORA) for data handling.
Will this replace human technicians?
Absolutely not. The AI doesn’t fix anything — it just gives technicians the roadmap. Currys says this actually increases job satisfaction: engineers spend less time on guesswork and more time using their skills to solve complex problems. Many are now being trained as "AI-assisted diagnostics specialists," a new role that commands higher pay and better career progression.
What if the AI gets it wrong?
Technicians can override the AI’s recommendation at any time. If the diagnosis seems off, they can request a re-analysis or ask the customer to send another video from a different angle. The system learns from every override — improving accuracy over time. In the first month of rollout, only 4% of cases required manual correction, down from 28% before the system.
Can I use this if I bought my appliance elsewhere?
Only if you have an active Currys warranty or Care Plan. The service is currently limited to products covered under Currys’ extended protection plans — not third-party warranties. However, Currys says it’s in talks with manufacturers to expand access, potentially allowing customers with any brand’s appliance to use the service for a fee, starting in 2026.
