AI-powered self-service mobile device diagnostics

These new self-service features, currently in pilot with a major mobile operator, enable end users to remotely detect and resolve device issues or find the most suitable trade-in or repair options from any location.

The self-service capabilities simplify access to essential services, allowing end users to maximise the performance of their mobile devices without the need to visit a physical store. Customers can initiate the service easily via a link or QR code. This platform enhancement also improves the customer experience for mobile operators by enabling them to offer relevant add-on services, such as trade-ins and repairs, at the most opportune moments. It brings together mobile operators, trade-in vendors, and repair centres into a comprehensive service ecosystem.

“Picea Online’s expansion into self-service opens up a whole new workflow for mobile operators and gives them greater access to new business opportunities throughout the entire self-service journey,” says Samuli Ylinen, Product Director at Piceasoft. “The platform performs a personalised, AI-supported device analysis based on the issues experienced by the customer and then recommends resolutions for device problems. These allow operators to promote the most relevant add-on services, for example, trade-in, repair, or insurance, giving operators full control of the entire process through a single platform.”

The solution also promotes device circularity and prevents old phones from being scrapped and contributing to e-waste. By offering trade-ins or repairs precisely when needed, operators can ensure that devices are reused or properly serviced. With AI-supported diagnostics, operators can provide tailored services that address the specific issues experienced by the consumer, enhancing the overall customer experience and supporting sustainable practices.

“The new developments strengthen PiceaOnline as a comprehensive, all-in-one solution for mobile circularity. We’re effectively the middle layer between mobile operators and end customers, as well as the glue holding together all the ecosystem services from partners like trade-in vendors, repair centres, and insurance providers,” Ylinen explains.

Self-service, AI-supported diagnostics, and troubleshooting provide an additional time and cost-saving benefit by significantly reducing the number of No Fault Found (NFF) cases faced by mobile operators, retailers, and repair companies.

“According to our customers, as many as 60%-70% of devices sent for repair are recorded as NFF. NFF cases are very costly for operators and present a significant sustainability issue from the unnecessary shipping of devices that could have been fixed with the right self-service diagnostics,” Ylinen explains. “Most often, these could be avoided if users were guided in the diagnostics phase to perform simple steps like rebooting their device, updating to the latest software, or freeing up some of the devices’ memory.”

Increasing the supply of used mobile devices

Despite high and increasing demand, the supply of used mobile devices in the European market remains low. As this demand continues to grow, the market’s success depends upon increasing the supply of second-hand devices, for example, through effective trade-in programmes.

“From a sustainability and mobile circularity point of view, self-service has an extremely high potential to drive change,” says Samuli Ylinen, Product Director at Piceasoft. “There’s a severe shortage of second-hand mobile devices, but there is significant, and increasing consumer demand. One of the major challenges holding back device circularity is the fragmented nature of the process for trade-ins. By supporting customer-driven processes, operators can significantly incentivise trade-ins by providing the best deals for the customers, which helps put more sought-after second-hand devices back into the market.”