
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...
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...
30/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
30/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
30/01/2026
Grass Valley , the leading technology provider for live production solutions, and NETGEAR Inc. (NASDAQ: NTGR), a global leader in network solutions, today anno...
30/01/2026
tvONE, a leading video processor, signal distribution technology and media server developer, announces the expansion of Amit Singh's role to Regional Sales ...
30/01/2026
With a career that spans four decades across television, film and post-production, Freelance Sound Designer and Post-production Sound Mixer Mike Aiton has built...
30/01/2026
DPA Microphones will feature its new, fully integrated wireless microphone ecosystem, designed to let audio professionals work faster, cleaner and with total co...
30/01/2026
As the Middle East continues to accelerate investment in next-generation media, broadcast, and immersive content technologies, Ventum Tech today announced a str...
30/01/2026
Mark Roberts Motion Control (MRMC), a Nikon company and global leader in robotic camera systems, today announced its participation at Integrated Systems Europe ...
30/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
30/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
30/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
30/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
30/01/2026
Boston Conservatory at Berklee Hosts the National Opera Association's 2026 C...
30/01/2026
Student Spotlight: Sriram Narayanan The classical pianist shares his experience growing up with a language disability and finding his voice through music.
Ja...
29/01/2026
The National Film and Video Foundation (NFVF), in collaboration with a distribut...
29/01/2026
Michele Fracchiolla Succeeds Andrew Barr as President of EMEA region from April 1, 2026
London, January 29, 2026
Hitachi Europe Ltd. today announces the appoi...
29/01/2026
MELBOURNE, Fla., January 29, 2026 - L3Harris Technologies (NYSE: LHX) reports fu...
29/01/2026
Bluey' Wins Second Consecutive Top Streaming Title of the Year with 45 Billi...
29/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
29/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
29/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
29/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
29/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
29/01/2026
Boston Conservatory Orchestra Presents East Coast Premiere of Peter and Leonardo...
29/01/2026
Mercedes-Benz is marking 140 years of automotive innovation with a new S-Class b...
29/01/2026
X-Rite Pantone Appoints Cindy Cooperman as Vice President and General Manager of...
29/01/2026
New two-part true crime documentary, OUTBACK TERROR: THE FALCONIO MURDER, aims to shed new light on a case that continues to intrigue on both sides of the world...
29/01/2026
Back to All News
Love is Blind: Sweden Returns for a Third Season - Premiering ...
29/01/2026
Back to All News
Unmask Bridgerton' Season 4 With Our Complete Coverage Guide
Yerin Ha as Sophie Baek and Luke Thompson as Benedict Bridgerton in Season ...
29/01/2026
Back to All News
Extraordinary Crime Mysteries, Mythical Worlds and High-Stakes...
29/01/2026
FOX Sports Unveils Historic FIFA World Cup 2026 Broadcast Schedule Monumental Slate Features 340 Hours of Live First-Run Programming Across FOX Sports Platfo...
29/01/2026
AI Assistants Head into 2026 on a High Note: Comscore Reports Triple-Digit Growt...
29/01/2026
Broadcom Confirms Arvato Systems' Status as a VCSP Partner
Broadcom Partner Program Update
Arvato Systems confirmed as authorized VMware Cloud Service Pr...
29/01/2026
Editor's note: This post is part of Into the Omniverse, a series focused on ...
29/01/2026
RT has today announced that Annette Malone has been appointed to the role of Chief People Officer, RT following a public competition.
As Chief People Officer...
29/01/2026
Get ready to game - the native GeForce NOW app for Linux PCs is now available in beta, letting Linux desktops tap directly into GeForce RTX performance from the...
28/01/2026
Top L-R: The Liars, Jazz Infernal, Living with a Visionary
Second Row L-R: Paper Trail, The Baddest Speechwriter of All, Crisis Actor
Third Row: The Boys and ...
28/01/2026
Music discovery should feel intuitive and personal. That's why we're continuing to give you more control, so you can ask for what you want, shape what y...
28/01/2026
Today, Charlie Hellman, Spotify's Head of Music, shared the following note on the Spotify for Artists blog that the company paid out more than $11 billion t...
28/01/2026
The National Film and Video Foundation (NFVF), in partnership with the Oudtshoorn Municipality, invites aspiring and emerging filmmakers to apply for the Sediba...
28/01/2026
As demand for more complex live sports coverage grows, Balkan broadcast specialist MVP has upgraded its flagship HD1 progressive OB truck with the installation ...
28/01/2026
Airlines, cruise and tour operators double down on ad spend as Australians' prioritise travel
Sydney January 28, 2026 - New Nielsen Ad Intel data shows a...
28/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
28/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
28/01/2026
Marshall Electronics launches the CV420-27X, its next-generation ultra-high-definition (UHD) IP camera, at ISE 2026 (Stand 4N900). Engineered for modern IP-base...
28/01/2026
Grass Valley has announced that Television Mobiles Ltd. (TVM), one of Europe's leading independent outside broadcast providers, has carried out a major refu...