All On' In Las Vegas: Kicking Off 2024 at CES

In our latest blog, Tim Pearson reflects on CES 2024 where AI was omnipresent, innovation abounded, and conversations focused on creative solutions to address existing and emerging business challenges.

As new year celebrations faded, it was time to head for Las Vegas. Providing an interesting juxtaposition of tourists enjoying the delights of the strip, interwoven with the badge-adorned 130,000 faithful that were attending CES this year, there were two letters that were everywhere: A and I.

For the second year, Kudelski Group companies NAGRA and Kudelski IoT, hosted visitors onto their booth within the Smart Home area of the Venetian Expo. Our business-value generating solutions enjoyed high levels of engagement from our visitors, both in traditional and emerging markets. Under the theme of Secure Your Lifestyle, Connect Your World', our teams showed the latest solutions designed to protect consumers from increasing cyber threats, maximize always-on support solutions and amplify benefits of the latest trends in media and entertainment aggregation, underpinned by the omnipresent AI.

Let's have a look back at the highlights!

Securing Connected Lifestyles

NAGRA Scout took center stage in our showcase and featured several demonstrators. Designed to safeguard against potential cyber threats via smart home devices, NAGRA Scout empowers consumers to shape their internet experience, delivering advanced intelligent network security and ensuring content filtering extends beyond the home.

For operators, one of the biggest challenges is how to support the range of connected devices we're all busily adding to our homes, as well as the additional challenge of cost-sensitive home gateways that need to support the latest range of connectivity standards. To address this, the NAGRA Scout team in partnership with Otodo showed an innovative, Matter-certified hub that connects to the home gateway and provides a centralized home connectivity hub. Key for operators who don't provide a home gateway as part of their broadband proposition and complementary to those that do, the solution was further strengthened by an innovative, AI-powered troubleshooting agent available to operators that diagnoses in-home connectivity issues.

Smart Home opportunities and challenges were also discussed at the Parks Associates CONNECTIONS Conference. A panel featuring Nancy Goldberg, NAGRA EVP and CMO, took the pulse of consumer concerns about privacy and security in the connected home space and highlighted statistics that support the latest developments in the connected home space. Read more about the key takeaways from the panel here.

Always-On Support

Given the dynamics of the media and entertainment industry and the increasingly service-aggregated propositions being offered by operators, an area that often doesn't keep pace is customer support. Today's consumers like to interact at a time of their choosing and often, without talking directly to an agent.

Step forward the latest innovation from NAGRA, our innovative GenAI conversational agent that reduces contact center costs by directly explaining to consumers complex billing structures and suggesting optimal product matches. Designed to improve Net Promoter Scores (NPS) by reducing call response and average handling times, it directly addresses 60% of contact center traffic that focuses on billing explanation. Enabled through chatbots, social media and voice conversations via phone or set-top box, the solution relies on the integration of the operator's CRM data. The consumer's digital twin then directs a Large Language Model (LLM) that powers the NAGRA Negotiation Agent. For example, when asked a question such as Why is my bill so high this month?', the Negotiation Agent responds with a list of services broken down so each service can be identified. The Negotiation Agent then continues the dialogue and can offer adjustments, new deals or upgrades based on the consumer's likely reactions predicted by their digital twin, albeit while constrained by operator-defined guardrails. The benefit for the consumer is that they have a results-focused discussion while the operator benefits from reduced calls into the contact center.

Service Aggregation

Highlighting the move from content aggregation to a service marketplace, our teams also showed a new super app approach that allows operators to broaden their service proposition in a world where video is no longer the dominant offer. Designed to break down barriers between service types, eliminate complexity and enable seamless and digital engagement for consumers across infinite digital services, the NAGRA super app has digital privacy and security at its core. An ewallet also enables payments in traditional, reward and digital currencies. With a migration path from the NAGRA OpenTV Video platform available, the new solution stimulated much discussion on the stand with operators looking to strengthen their value propositions.

Is AI at a Tipping Point?

During the Variety Entertainment Summit, Kudelski Group Chairman and CEO Andr Kudelski was part of a fascinating panel examining whether AI was at its tipping point. Examining the non-regulation of the AI industry and how it can be used to both attack unlimited consumer accounts on the one hand and create new content on the other, the panel comprised executives from Electronic Arts, The Recording Academy, Google, Digital Domain and was moderated by Deloitte Consulting.

The panel debated the role of AI in producing new content from library content based on a pattern recognition approach that delivers a result that may appear genuine but has not had permission from the owning authors across video, image and voice. It was considered that the mass adoption of tools such as ChatGPT has further increased this risk given the requireme

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