
In our latest blog, Tim Pearson caught up with Julian Williams at Anthropic to explore the science of conversations and how the increasing adoption of generative AI in customer service can improve consumer engagement.
I had to call my broadband provider the other day, an activity that I always put off as it takes an eternity. Ages spent on hold listening to hits of yesteryear while being told my call is important and how much I am valued as a customer and then, if I get through without the call timing out, I invariably get diverted to another department as the operator doesn't have access to the data/ information/ fault tracking information etc. and round we go again. These conversations are usually pretty trying, made more so as you know full well that the agent on the other end of the phone is probably running against the clock to close your call as quickly as possible and is furtively typing away looking for the scripted answer to your problem.
That got me thinking.
When Is A Conversation Not A Conversation? At a customer level, are these really conversations? Is there really a dialogue where both parties discuss something, or is it simply just a processed conversation driven by a consumer need that's responded to by a human just reading out a carefully scripted response rather than applying any sentiment themselves? If so, I might as well use the other tool of choice by today's telecom providers, the chatbot. Can a virtual agent help me in ways where more traditional models are struggling?
That was a question I put to our good friends at Anthropic. Their creation of the Large Language Models (LLM) used in generative AI, such as Claude 3 as used in our own NAGRA Insight Negotiation Agent, are designed to deliver an engaging online experience. Their use cases include topics as diverse as troubleshooting tricky consumer tech, answering contact center queries or segmenting audiences to create marketing campaigns. Their company ethos is simple - they recognize the vast impact AI will have on the world and are dedicated to building systems with their partners that people can rely on while also generating research about the opportunities and risks of AI.
The goal isn't to simply replicate human conversation, but to create genuinely helpful interactions that adapt to each unique situation. When we talk about AI assistants like Claude, we're focused on moving beyond scripted responses to deliver meaningful, contextual help that truly addresses the customer's needs. The most effective AI conversations aren't just exchanges of information - they're collaborative problem-solving sessions where the AI understands both the explicit request and the underlying context to provide genuinely valuable help. Julian Williams, Telecommunications Industry Lead, Anthropic
Facilitating the Conversations of Tomorrow From a NAGRAVISION perspective, over 500 operators and 400m consumer devices use our technology daily across multiple distribution models. This allows us to really drill down on how we can help our customers optimize revenue and churn while delivering the most engaging customer experience possible.
Conversations that arise from today's multi-service operator offers can be complex. We want to empower consumers to get a full explanation from virtual agents of something they don't understand on their bill or be able to negotiate directly to get the package they want, subject to the operator's guardrails. Through our solution, consumers can resolve issues faster and our customers can improve customer satisfaction and when deployed at scale, realize significant revenue and cost benefits.
To do this, NAGRAVISION has gone beyond chatbot territory and developed a proprietary digital twin model that's designed to be used in the paid entertainment environment. We also selected the right LLM that fitted the conversation profile and output we wanted. Working with our strategic partner Amazon Web Services (AWS), we started working with Anthropic and identified Claude 3 as the best LLM for our purpose.
The NAGRA Insight Negotiation Agent The NAGRA Insight Negotiation Agent communicates in natural language with the consumer who is logged into their account on the operator's app or authenticated via a social media channel. When a consumer asks a question such as Why is my bill so high this month?', the Negotiation Agent looks up their account and responds with a list of their services broken down so that 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 conversation that gives them the package they want, while the operator benefits through reduced calls into the contact center.
The Negotiation Agent is a solution from the NAGRA Insight product line. Enabled through chatbots, social media and voice conversations, the solution relies on the integration of the operator's CRM data. The consumer's digital twin then directs a LLM that powers the NAGRA Negotiation Agent. This interprets consumer input and responds based on the guidelines defined by the operator. SaaS-based, the solution uses Amazon Bedrock which guarantees that no data is ever provided to Anthropic as the LLM provider. This ensures privacy and confidentiality while being able to scale to millions of conversations.
Maximizing Brand and Service Loyalty Ensuring consumers have access to tools that answer their questions, either as a physical conversation or digital dialogue is core to driving brand and service loyalty. The science of these conversations is complex but the latest advances in technology
Most recent headlines
05/01/2027
Worlds first 802.15.4ab-UWB chip verified by Calterah and Rohde & Schwarz to be ...
01/06/2026
January 6 2026, 05:30 (PST) Dolby Sets the New Standard for Premium Entertainment at CES 2026
Throughout the week, Dolby brings to life the latest innovatio...
02/05/2026
Dalet, a leading technology and service provider for media-rich organizations, t...
01/05/2026
January 5 2026, 18:30 (PST) NBCUniversal's Peacock to Be First Streamer to ...
01/04/2026
January 4 2026, 18:00 (PST) DOLBY AND DOUYIN EMPOWER THE NEXT GENERATON OF CREATORS WITH DOLBY VISION
Douyin Users Can Now Create And Share Videos With Stun...
26/03/2026
Extron and Audio-Technica have announced that their Design Solutions devices, Ce...
26/03/2026
SPORTEL Asia took place March 24-25 at the Orchard Hotel Singapore, drawing 370 participants representing more than 220 companies from 35 countries. Approximate...
26/03/2026
LTN will demonstrate satellite-to-IP migration solutions for broadcasters, cable networks, MVPDs, and station groups at NAB Show 2026 (Booth W2100).
The C-Ban...
26/03/2026
The Seattle Mariners have partnered with Daktronics to install an upgraded outfi...
26/03/2026
The Esports Foundation (EF) has awarded National Team Partner status to organizations and individuals across more than 100 countries and territories for the Esp...
26/03/2026
Telestream has announced expanded integration between its Vantage workflow platf...
26/03/2026
FOR-A Corporation has announced a partnership with Nippon TV and NVIDIA to distr...
26/03/2026
CBS Sports and the WNBA have expanded their partnership through a new long-term, multiplatform rights agreement. CBS Sports will feature up to 20 regular-season...
26/03/2026
Zac Brown Band will star in the Sunday Night Baseball show open on NBC and Peacock, NBC Sports announced. The open was filmed at American Family Field, home of ...
26/03/2026
Major League Baseball opens the 2026 season with nationally televised games across multiple media partners. Fans can visit MLB.com/Watch for a complete schedule...
26/03/2026
DIRECTV has announced an agreement to carry nine new MLB-operated team channels, covering the Cincinnati Reds, Detroit Tigers (Detroit SportsNet), Kansas City R...
26/03/2026
Nationals.TV, the Washington Nationals' local broadcast channel, is now avai...
26/03/2026
Starting Thursday, March 26, MLB.TV will be available on the ESPN App, giving fans access to more than 2,000 out-of-market regular season games. Fans can also r...
26/03/2026
Spotify's partnership with NAVER, Korea's leading digital platform, is built around one simple goal: making it easier for listeners in Korea to discover...
26/03/2026
Exclusive to ComposerCloud for first month
Sample library and virtual instrument gurus EastWest have announced the upcoming release of a new virtual drum i...
26/03/2026
Friday 27 March
Friday 27 March will mark Dynamic Range Day 2026, the annual day of online activity that was started in 2010 by mastering engineer Ian Sheph...
26/03/2026
Includes four separate instruments
Max Richter's SRM Sounds venture have just announced their fifth release, ASMR Choir. Captured at the main live room ...
26/03/2026
The National Film and Video Foundation (NFVF), an agency of the Department of Sport, Arts and Culture (DSAC), has been tasked with administering the Sixth Presi...
26/03/2026
By Matt Klein
Hello to everyone reading this - whether you're a current YEP, HPA member, or just YEP-curious. I'm Matt Klein, one of the co-chairs of t...
26/03/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
26/03/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
26/03/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
26/03/2026
28 participating companies, from start-ups to blue-chips, lead the UK Group as part of the GREAT Britain and Northern Ireland presence across all the Halls at N...
26/03/2026
Arkona Unveils BLADE//planner and Major Usability Enhancements at NAB 2026
Brie Clayton March 26, 2026
0 Comments
New graphical configuration tool and...
26/03/2026
Bitfocus showcases complete control at NAB Show 2026
Brie Clayton March 26, 2026
0 Comments
Continuing development drives advances in security, availa...
26/03/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
26/03/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
26/03/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
26/03/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
26/03/2026
Nevion introduces powerful new Panel Builder to enhance VideoIPath broadcast con...
26/03/2026
2026 Oscar Nominated Films Powered by Blackmagic Design
Brie Clayton March 25, 2026
0 Comments
DaVinci Resolve Studio used on 27 of this year's no...
26/03/2026
Leader to present full suite of advanced Test & Measurement solutions at NAB Sho...
26/03/2026
Boston Conservatory to Present New England and Collegiate Premiere of Groundbrea...
26/03/2026
Thursday 26 March 2026
HBO Max included for Sky and NOW customers from 26 March...
26/03/2026
Thursday 26 March 2026
Sky Sets Iconic Costumes Dancing Together Like Never Before' in Brand CampaignTurn on cookies to view this content. Go to Privacy o...
26/03/2026
Wuppertal March 26, 2026
CS live Builds Future-Ready OB Van With Riedel MediorNet and hi Control SystemRiedel Communications today announced that Czech-based ...
26/03/2026
Back to All News
Have a Wish Worth Dying For? Netflix's First Korean YA Hor...
26/03/2026
Back to All News
The Truthers, Starring Jose Coronado and St phanie Magnin, Pre...
26/03/2026
Enhancements to Harmonic's Sports Streaming Solution Introduce Server-Side Multiview, Contextual Metadata-Driven Advertising, Dynamic In-Stream Ads and Robu...
26/03/2026
Open the report
Our 2025 report brings together results from 79 business magazine titles across 22 market sectors, published by 49 media owners. Over the year,...
26/03/2026
Editor's note: This post is part of Into the Omniverse, a series focused on ...
26/03/2026
RT Commercial today announced Fiat as sponsor of The Louise Duffy Show on RT Radio 1, Weekdays 3pm 4pm.
The Louise Duffy Show is the home of daytime music...
26/03/2026
That gaming backlog won't clear itself - GeForce NOW is here to help. Stream the latest titles straight from the cloud across a variety of devices.
This we...
26/03/2026
Wayne, N.J., March 26, 2026 Phantom High-Speed announces the latest product li...