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 ...
04/08/2026
Dalet, a leading technology and service provider for media-rich organizations, t...
04/07/2026
April 7 2026, 19:00 (PDT) Detective Conan: Fallen Angel of the Highway Opens in...
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...
07/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
07/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
07/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
07/05/2026
Recreating the 1974 Doctor Who Time Tunnel in After Effects
Graham Quince May 6, 2026
0 Comments
The Time Tunnel from Doctor Who titles is one of th...
06/05/2026
Gravity Media Chief RF Communications Engineer Glenn Willems uses Wisycom RF over Fiber and wireless solutions across major cycling events and international mar...
06/05/2026
A Sennheiser Spectera module is now available in Bitfocus Companion and Buttons, enabling direct integration of Spectera with the two software platforms. The mo...
06/05/2026
Ted Turner, the visionary media entrepreneur whose appetite for disruption helpe...
06/05/2026
Peacock is going all-in on the beautiful game - streaming all 104 FIFA World Cup...
06/05/2026
New pricing tiers for vocal/dialogue restoration tool
NoiseWorks Audio's AI-powered vocal and dialogue processing plug-in is now available in three diff...
06/05/2026
Popular mixing & routing software overhauled
Following a recent public beta test, RME have launched the final release version of the powerful mixing and rou...
06/05/2026
New SOS Video Feature
Focusrites ISA C8X is a milestone product that brings together the companys analogue heritage and their expertise in digital audio. Yo...
06/05/2026
Polands Miecznik-class frigates are part of the largest contract in Polish shipbuilding history. (Image Credit: PGZ Stocznia Wojenna)...
06/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
06/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
06/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
06/05/2026
Riedel Communications today announced the expansion of its leadership structure as part of a strategic initiative to strengthen both its operational management ...
06/05/2026
For nearly three decades, Veteran Production Sound Mixer and Five-time Emmy Award Winner Dirk Sciarrotta has helped define the sonic identity of the long-runnin...
06/05/2026
ZEISS CinCraft LensCore: Cinema Lens Looks for Compositing
Brie Clayton May 6, 2026
0 Comments
ZEISS announces the launch of CinCraft LensCore, a nove...
06/05/2026
Wisycom Solves Extreme RF Challenges Across Miles of Live Action for Gravity Med...
06/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
06/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
06/05/2026
Narrative Entertainment has partnered with Encompass to deliver high-quality subtitling of its Great! network content using the Altitude Intelligence AI assiste...
06/05/2026
SipRadius, widely recognized for making content processing and connectivity secure and seamless, is proud to launch a dramatic new approach to AI content creati...
06/05/2026
When the broadband and media industry gathers at ANGA COM in Cologne from May 19 to 21, Big Blue Marble will be at the forefront. The international broadcast an...
06/05/2026
Cinegy GmbH, a leading developer of software-defined television technology, is proud to exhibit at MPTS for the first time. Visitors to the stand will discover ...
06/05/2026
Val Jeanty Receives 2026 Doris Duke Artist Award Jeanty, a composer, percussionist, and turntablist, is the fourth Berklee recipient of the prestigious award ...
06/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
06/05/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
06/05/2026
When live cycling races and international marathons stretch for miles across cities and countryside, there is no margin for RF failure in live broadcast. As Chi...
06/05/2026
Oberkochen/Germany, May 5, 2026
ZEISS announces the launch of CinCraft LensCore, a novel solution for creating physically based cinematic lens looks for visual...
06/05/2026
06 May 2026
VEON's Kyivstar Authorized to Resell Starlink for Businesses & ...
06/05/2026
UKTV has secured the exclusive rights to the early back catalogue of iconic Australian drama series Neighbours, following a landmark content deal with Fremantle...
06/05/2026
Wednesday 6 May 2026
Sky commissions feature documentary to mark 10th anniversa...
06/05/2026
Wednesday 6 May 2026
Sky and Formula 1 agree long-term partnership across UK, Ireland and Italy
Sky in the UK & Ireland to remain the home of Formula 1 until ...
06/05/2026
Sky Zero Footprint Fund-backed TV campaign launches nationwide, supported by new...
06/05/2026
Wuppertal May 6, 2026
Riedel Expands Leadership Structure, Appoints Marc Engro...
06/05/2026
SAN JOSE, Calif. - May 6, 2026 - Harmonic (NASDAQ: HLIT) today announced its latest broadband innovations for ANGA COM 2026, highlighting its vision for a new e...
06/05/2026
Statement from Rupert Murdoch, Chairman Emeritus, Fox Corporation on Ted Turner&...
06/05/2026
Friday 8 May on RT One and RT Player
Meet the NSPCA team caring for and protecting animals in need in this six-part series
Fly on the wall, six-part series...
06/05/2026
The race to build the world's most powerful AI factories demands networking ...
06/05/2026
How changes to proteins can alter drug interactions for new precision therapies Scripps Research team maps how chemical modifications to proteins affect drug bi...
05/05/2026
Experts from the world of academia, tech, business, politics and media convened for a Thomson Talks at the Cambridge Disinformation Summit in April. It's th...
05/05/2026
Three phones were hardwired for power and transmission to the truck; camera feat...
05/05/2026
The creative studio behind campaigns for the NBA, Fanatics Sportsbook & Casino, ...
05/05/2026
Nielsen has announced results from a co-viewing pilot program covering February&...
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.
