# Currys’ on how AI video diagnostics transforms confusion into clarity > Source: > Published: 2026-09-23 07:00:30+00:00 Currys is nominated for [***Digital Initiative of the Year***](https://awards.retailgazette.co.uk/2026-shortlisted-companies/) at this year’s [** RG Excellence Awards**](https://awards.retailgazette.co.uk/) for its use of AI-powered diagnostics across repairs and returns. Danny Wood, head of delivery, supply chain & service operations for the tech giant explains how customer-generated video is cutting friction, improving first-time fixes and helping the retailer become a partner for the full product lifecycle. Any customer who has tried to describe an appliance fault over the phone knows it can feel slow, repetitive and imprecise. Currys is betting that video, supported by AI, can remove much of that frustration. The retailer’s [Video Diagnostics](https://www.currys.co.uk/services/repairs-maintenance/repair-live.html) tool allows customers to record the issue with their product and share it directly with Currys. This is designed to give colleagues and engineers a clearer view of the problem before a repair decision is made. “For years, if something went wrong with a product, customers had to try and describe it over the phone,” explains Wood. “Anyone who’s attempted to explain a strange noise or an intermittent fault down a phone line knows how frustrating that can be, for the customer and the colleague trying to picture what they mean.” Video Diagnostics “flips that on its head”. Instead of relying on a verbal description, customers can show the issue directly, while AI creates a structured summary of the fault alongside the relevant product details. That clearer picture is already translating into measurable improvement. According to Currys, customer NPS has climbed from 80.5 to 85, while first-time fix rates have risen from 79.7 per cent to 82.7 per cent. ###### From guesswork to clarity This shift is not simply about digitising a step in the repair process, but also improving the quality of information available at the very start of the journey. This is turn enables colleagues and engineers to make better decisions sooner. “Historically, if your washing machine started making a strange noise, you’d ring up and try to describe it — and that description could easily lead to the wrong part being ordered, a longer wait, or an extra visit that never needed to happen,” Wood says. “Now customers can simply show us. They record the fault, AI analyses it, and produces a clear, structured summary for our colleagues and engineers to work from. We’re suddenly making decisions based on real information instead of guesswork.” He stresses that the result is a repair journey that begins with “clarity rather than confusion”, reducing repeat contacts, unnecessary visits and delays, while helping more products stay in use for longer. ###### Extending AI into returns The technology has already reached scale, with almost 90,000 diagnostics sent. Currys is now extending the same thinking to returns. Wood is keen to stress that the retailer is not adopting AI simply because it is the technology of the moment. He explains: “We’re not chasing AI for AI’s sake. Every application has to solve a genuine problem for a real customer or colleague, or it simply doesn’t get off the ground.” Diagnostics is a strong example because it works both in front of customers and behind the scenes. It has the potential to speed up decisions, sharpen accuracy and give teams better information at the point they need it. “The opportunity is about removing more of the everyday friction customers face, tightening accuracy further, and threading that same clarity through more stages of the journey,” he notes. ###### Currys’ next chapter The retailer’s latest digital initiatives, leadership programmes and talent investments point to a broader shift in how Currys sees its role. The business is positioning itself not only as a place to buy technology: “Currys is becoming a technology partner across the full customer lifecycle, not just a retailer at the till or online. “We’re using AI and digital tools to make buying, owning, repairing and even recycling technology simpler and more joined-up than it’s ever been.” That includes AI insights, workflow integration and performance dashboards designed to improve operational performance, support first-time fixes and reduce waste. ###### Blending AI with human judgement As well as ***Digital Initiative of the Year***, Currys is also nominated for *** Retail Excellence Diamond Award; Rising Talent of the Year; and Supply Chain Initiative of the Year***. Wood stresses that the technology only works when paired with colleague empowerment and strong leadership. “Across all nominations the same theme keeps coming through: innovation powered by people. It’s advanced technology paired with strong leadership, colleague empowerment and real cultural change.” He also argues that excellence now spans more than commercial results. Sustainability, reduced write-offs, environmental impact and colleague wellbeing are all part of the same agenda. As customers gain access to more information and AI tools of their own, Wood believes the value of trusted human advice is becoming more important, not less. Customers still want expert colleagues who can cut through complexity and give them confidence in their decisions. He points to [Action AI](https://www.currysplc.com/news-media/press-releases/2025/currys-and-quorso-supercharge-stores-with-ai/), now live in every Currys store, as an example of that direction of travel. The tool gives managers real-time visibility of sales, stock and customer satisfaction, freeing up more time to lead teams and serve customers. Currys is also investing in its people through its GM Academy, which is developing 300 general managers, alongside programmes for sales and operations managers. Wood concludes: “The colleagues who’ll thrive in this next chapter are the ones who blend technology with genuine human judgement, empathy and experience. The businesses that come out on top won’t be the ones who simply adopt AI fastest — they’ll be the ones who use it to unlock the full potential of their people.” *Currys joins [AllSaints](https://www.retailgazette.co.uk/blog/2026/09/allsaints-mpos-epos/), B&Q, [McDonalds](https://www.retailgazette.co.uk/blog/2026/08/mcdonalds-head-of-technology-on-why-ready-on-arrival-is-a-customer-experience-story/),The Very Group and many more in the [**Digital Initiative of the Year**](https://awards.retailgazette.co.uk/2026-shortlisted-companies/) category at this year’s [** RG Excellence Awards.**](https://awards.retailgazette.co.uk/) See the full shortlist, and all categories [here](https://awards.retailgazette.co.uk/2026-shortlisted-companies/). This year’s [**RG Excellence Awards**](https://awards.retailgazette.co.uk/) will be hosted at the Underglobe on 14 October 2026.*  [Click here to sign up to Retail Gazette‘s free daily email newsletter](https://www.retailgazette.co.uk/newsletter-sign-up-retail-gazette?utm_source=Website&utm_medium=Article&utm_campaign=SignUp)