Piceasoft has expanded its Picea® Online mobile circularity platform with AI-supported self-service device diagnostics and troubleshooting capabilities.
Currently piloting these new features with a major mobile operator, we allow users to remotely detect and resolve device issues or find the best trade-in or repair options.
Self-service features
The self-service features make it easier for end users to obtain necessary services and do away with the necessity for in-person store visits. Through a link or QR code, customers can start the service process. With this improvement, mobile operators may better serve their customers by promoting pertinent add-on services like repairs and trade-ins at the appropriate moment. This creates a full-service ecosystem that brings together operators, repair facilities, and trade-in vendors.
“Picea® Online’s self-service expansion creates new workflows for mobile operators, providing greater access to business opportunities throughout the self-service journey,” says Samuli Ylinen, Product Director at Piceasoft. “The platform performs personalized, AI-supported device analysis based on the customer’s issues, recommending solutions and relevant add-on services such as trade-ins, repairs, or insurance, giving operators full control through a single platform.”
This method encourages device circularity by providing trade-ins or repairs as necessary, keeping outdated phones from ending up as electronic waste. Operators can offer specialized services that target particular device problems with the use of AI-supported diagnostics.
“The new developments strengthen PiceaOnline as a comprehensive solution for mobile circularity. We serve as the middle layer between mobile operators and end customers and the glue holding together ecosystem services from partners like trade-in vendors, repair centers, and insurance providers,” Ylinen explains.
Self-service, AI-supported diagnostics, and troubleshooting also reduce the number of No Fault Found (NFF) cases, which operators and repair companies find costly and environmentally impactful due to unnecessary device shipping.
“Our customers report that 60%–70% of devices sent for repair are recorded as NFF. These cases are costly for operators and could often be avoided with guided self-service diagnostics,” Ylinen explains. “Simple steps like rebooting the device, updating software, or freeing up memory can resolve many issues.”
Increasing the supply of used mobile devices
Despite growing demand, the supply of used mobile devices in Europe remains low. Effective trade-in programs can help meet this demand by increasing the supply of second-hand devices.
“Self-service has high potential to drive change in sustainability and mobile circularity,” says Ylinen. “There is significant consumer demand for second-hand mobile devices, but the fragmented trade-in process is a major challenge. By supporting customer-driven processes, operators can incentivize trade-ins, provide the best deals, and put more second-hand devices back into the market.”
 The post Elevate Your Mobile Experience with AI-Powered Self-Service first appeared on IT News Africa | Business Technology, Telecoms and Startup News.