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...
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...
28/01/2026
AI, graphics and virtual software power new production capabilities
FOR-A is bringing remarkable new technologies to FOMEX, the Future of Media Exhibition (ex...
28/01/2026
Continuing a longstanding collaboration, Riedel Communications and Nordic media technology company Media Tailor have once again joined forces to deliver a state...
28/01/2026
Pebble has appointed Paul Nagle-Smith as vice president for customer fulfilment, strengthening its senior leadership focus on customer delivery and operational ...
28/01/2026
Cloud playout solutions provider, Veset has announced that leading Mexican broadcaster, TV Azteca is using Veset Nimbus on AWS as a disaster recovery (DR) playo...
28/01/2026
Ensuring it can keep pace with a rapidly evolving live sports market, Balkan broadcast facility provider MVP Most Valuable Production has upgraded its flags...
28/01/2026
Akamai Technologies, Inc. (NASDAQ: AKAM), the cloud solutions provider that powers and protects life online, and Yospace, the leader in dynamic ad insertion tec...
28/01/2026
The renowned Reykjavik City Theatre (RCT) recently underwent a major intercom system upgrade using Clear-Com solutions. This milestone project utilizes Clear-C...
28/01/2026
Luxembourg, January 26, 2026 - SES S.A. ( SES or the Company ), a leading space solutions company, acknowledges the credit rating action announced by Fitch to...
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
Share Share by:
Copy link
Facebook
X
Linkedin
Bluesky
Email...
28/01/2026
28 01 2026 - Media release Screen Australia refreshes Market & Audience approach...
28/01/2026
Boston Conservatory Orchestra Premieres a New Piano Concerto by Peter and Leonar...
28/01/2026
28 Jan 2026
VEON Notes Kyivstar Group Publication of Selected Full Year 2025 Fi...
28/01/2026
Rohde & Schwarz to host 2026 edition of its online event Demystifying EMC Rohde & Schwarz invites the global EMC community to join a crucial discussion on pre...
28/01/2026
Back to All News
The Wait Is Over: Teaser Trailer Drops for Jo Nesbo's Dete...
28/01/2026
Back to All News
Netflix Announces a Fictional Miniseries Inspired by the Marta del Castillo Case
Entertainment
28 January 2026
GlobalSpain
Link copied to ...
28/01/2026
Back to All News
Netflix Announces Santiago Mitres New Film Starring Ver nica L...
28/01/2026
Back to All News
Netflix Unveils the Teaser Trailer for Berlin and the Lady wit...
28/01/2026
Stadtwerke Wolfhagen Modernize Customer Management with AEP.energysuite from Arv...
27/01/2026
Click for Japanese version
Tokyo, Japan - January 27, 2026 - Akamai Technolo...
27/01/2026
L-R: Jonathan Cuchacovich, Sonia Kennebeck, Alan Fischer, Daeil Kim, Andrew Sta...
27/01/2026
Today, Spotify is proud to support our partner Backline, an industry-leading men...
27/01/2026
With nearly 29 million monthly listeners and clear momentum on Spotify, Net n Ve...
27/01/2026
January 14, 2026
We are proud to share that 25 Ontario, First Gulf's commercial project located just two minutes from our head office, has been recognized ...
27/01/2026
January 22, 2026
First Gulf is excited to share that a full-building lease has been secured at 625 Bronte Rd in Oakville, part of Bronte Station Business Park,...
27/01/2026
January 23, 2026
First Gulf continues to demonstrate its commitment to high-performance, sustainable real estate with 351 King Street East achieving BOMA BEST ...
27/01/2026
eds3_5_jq(document).ready(function($) { $(#eds_sliderM519).chameleonSlider_2_1({ content_source:......
27/01/2026
Nielsen will continue to drive growth and provide local audience measurement
in...
27/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Pinterest
Bluesky
Email...
27/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Pinterest
Bluesky
Email...
27/01/2026
Share Share by:
Copy link
Facebook
X
Linkedin
Pinterest
Bluesky
Email...
27/01/2026
Amagi Media Labs Limited, the only cloud-native SaaS provider offering end-to-end solutions across live production, content preparation, distribution, and monet...
27/01/2026
Miri Technologies Inc. today unveiled its V410 live 4K video encoder/decoder for streaming, IP-based production workflows and AV-over-IP distribution. Designed ...
27/01/2026
The Paul E. Tsongas Center at UMass Lowell in Massachusetts has chosen Ikegami cameras for incorporation into its broadcast-quality television production facili...
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.
