In our latest blog Tim Pearson considers Generative AI and the opportunities it presents as well as some of the challenges it can cause for media, entertainment and telecoms providers.
Barely a day passes without Generative AI appearing in the headlines. Its role as an emerging technology enjoying mass-market adoption across multiple industries means that this shouldn't be a surprise. It has massive potential to make today's connected lifestyles more efficient than ever and one thing is clear: it is here to stay. However, most of the headlines it draws focus on the negative aspects.
Recently, it was claimed that a voice likeness used by a widely accessible AI engine was too similar to a living person who had previously said they didn't want to be involved. Given the wealth of content available on the open internet and the sophistication available via mass-market available AI engines, illicit actors can pretty much make anyone do or say anything. To unpack this further means that content providers now run the risk of AI edits of their latest blockbuster becoming distributed as genuine. Perhaps the creation of an additional scene that harms the original work or the distribution of a clip that shows content not actually part of the movie. All could cause brand damage and impact revenues. But how easy is it to spot a genuine fake'?
Spotting Genuine Fakes' I first heard the term genuine fake' by a street seller on a Greek island many years ago when I was looking for a pair of sunglasses and it has stuck with me! Its meaning suggests that those who knowingly rip-off brands and content, do it with intent. While I declined the sunglasses offer, today we're faced with a sea of such content flooding across social and other news media. And, with 49% of the world's population heading for the polls in 2024 the likelihood of encountering it is highly likely.
At NAGRA, our market-leading engineers have been creating solutions to validate the authenticity of our customers' valuable content libraries. At the recent NAB show in Las Vegas and Broadcast Asia in Singapore, we demonstrated how our audio forensic watermarking can be used to detect deepfake content. This represents an exciting new chapter where we're responding to a need to extend beyond content protection to also preserve and secure content authenticity.
But generative AI can also deliver immense value. So, while we're combatting the negative uses of generative AI, our teams are also harnessing its power to enhance the value delivered by our solutions in areas such as customer experience.
Generative AI A Powerful Ally Aside from the challenges presented by AI in content creation, what's also interesting to see is how AI is being used to improve the customer experience. From personalized recommendations to providing the latest in always-on customer support, generative AI has several roles to play. These include improving operational efficiency, troubleshooting, advising on cyber and piracy threats, augmenting analytic insight or dynamically optimizing user experiences. For example, our streaming platform, OpenTV, offers live AI-based ad replacement, personalized recommendations and efficient metadata creation to drive the next generation of user experience.
In terms of customer experience, a recent McKinsey report discussed why AI-enabled customer service is key to being able to scale telco personalization. It argued that there is a strong correlation between customer experience and retention-with overlap as high as 80 to 90 percent in some markets. Even if a telco's prices are the lowest available, customers reeling from poor customer experience, faulty connectivity, or surprise charges on their bills are unlikely to respond well to any marketing campaign.
Looking at these specific aspects has informed the NAGRA team's strategy about how to best address this market need for both a customer experience that drives engagement but also a customer service solution that extends a consistent customer experience across all touchpoints - including the contact center.
Always-On Customer Support In a highly dynamic market such as ours, complex propositions that offer a rich mix of solutions and services, require coherent support to ensure that the customer experience is maintained, churn risks are mitigated, and revenues maximized.
NAGRA teams have identified that 60% of calls hitting the average contact center concern billing explanation and are formulaic in style. Working with strategic partner AWS and their latest LLMs, the NAGRA Insight Negotiation Agent provides our customers with an autonomous customer support solution across voice and chat. The solution responds directly to subscriber requests in natural language and can make changes to a subscriber's package without the need to speak to an agent unless necessary. If this is required, the solution then connects them seamlessly. Able to explain details on a bill, specific line items or charges in dispute, the solution is trained to respond in the customer's brand style/ tone of voice to ensure a consistent customer experience. Through this solution NAGRA customers can resolve issues faster, improve customer satisfaction scores and when deployed at scale, realize significant revenue and cost benefits allowing contact center agents to focus on complex cases. Learn more about the solution in our latest ebook: Data to Dollars: How LLM and AI-Based Technology Optimize Revenue and Reduce Call Center Costs.
Secure Your Future. Secure Your Vision. At NAGRA, innovation is our DNA. Embracing the latest technologies in ways that deliver value for our customers has driven our solution development for the last 30 years and will continue to do so. While generative AI will undoubtedly continue to undergo growing pains and
Europe Stories
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...
02/06/2026
Musically intelligent soft synth gets upgraded
Scaler Music will be probably be best known to many for their music theory tools, but their product range al...
02/06/2026
Powerful new vocal-production tool announced
Described as a vocal performance station , Klevgrand's latest plug-in combines pitch-correction with harmo...
02/06/2026
Launched alongside Go Green sale extension
McDSP have just released the latest addition to their APB line-up, DC-2 Dual Compressor, and have also announced ...
02/06/2026
Create custom tools for Ableton Live 12 Suite
Ableton have just introduced a new open JavaScript toolkit that allows anyone to create their own custom tools...
02/06/2026
Now features full H90 algorithm library
Eventide have announced the upcoming launch of the H9 Harmonizer Gen 2, a new and improved version of their hugely p...
02/06/2026
Plus UAD Half Yearly Sale now live
The latest arrival to the Universal Audio range delivers a new native pitch-correction plug-in that's capable of deli...
02/06/2026
Rohde & Schwarz to present comprehensive performance, conformance and spectrum-m...
02/06/2026
BTL Laboratory becomes Taiwan's first test house with a CTIA Certification c...
02/06/2026
If you've kept up with this article series, you know by now where to start w...
02/06/2026
With new DSP configurations and flexible licensing options, Calrec is removing the barriers to virtualised audio, giving broadcasters the freedom to scale produ...
02/06/2026
02 Jun 2026
VEON Closes USD 1.4 Billion Bond Offering, Refinancing 2027 Notes A...
02/06/2026
Praise for series three:
The Times - sun-dappled pleasure
The Daily Mail - The Homes Counties' Charlie's Angels
The Sun - 4* this [is an] enjoya...
02/06/2026
Wuppertal June 2, 2026
Gudrun Scharler Appointed CEO of Riedel Networks The Riedel Group today announced the appointment of Gudrun Scharler as CEO of Riedel N...
02/06/2026
Trust has become a commercial issue With global advertising spend forecast to exceed US$1 trillion this year*, the commercial consequences of weak governance co...
02/06/2026
June sees Ireland's cultural calendar in full bloom, as RT Supporting the Arts showcases a vibrant and wide-ranging programme spanning music, theatre, visu...
02/06/2026
After The Traitors Ireland launched in 2025, Irish audiences proved to have a taste for the global hit reality show. This Bank Holiday Monday fans can indulge e...
01/06/2026
Category line-up & sponsors announced
Photo: Paul Clarke
The Production Music Awards (PMA) have announced that submissions are now officially open ahead of...
01/06/2026
New hybrid sample/synthesis instrument revealed
Excite Audio have just released the latest instalment in their Evolve series, which has been developed in co...
01/06/2026
Latest TONEX expansion captures three rare vintage amps
The newest addition to IK Multimedia's ever-growing TONEX line-up introduces a set of three incr...
01/06/2026
Musically intelligent soft synth gets upgraded
Scaler Music will be probably be best known to many for their music theory tools, but their product range al...
01/06/2026
Rohde & Schwarz Satellite Industry Days 2026 guided by the motto From Earth to ...
01/06/2026
Luxembourg, June 1, 2026 - SES, a leading space solutions company, and Viva, Mexico's ultra low-cost airline, launched fast and reliable multi-orbit satelli...
01/06/2026
Mardi 2 juin 14h00
FilmLight (ARRI), 10 rue Ren Boulanger, 75010 Paris
Rejoignez-nous pour d couvrir comment FLAPI (l'API FilmLight) peut transformer e...
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...
29/05/2026
The days are getting longer, the temperatures are rising, and playlists are filling up for the season. With summer around the corner, Spotify's global edito...
29/05/2026
New retro-inspired MPC announced
There are few devices that have gained the status held by Akai Pro's MPC range, and in recent years, the company have s...
29/05/2026
Save up to 30 on acclaimed titles
Following a successful launch at Superbooth 2026, Bjooks have revealed that they will be continuing the Kickstarter campa...
29/05/2026
Binaural monitoring application improved
Genelec have just released an update that brings some powerful new features to their HRTF-based binaural headphone ...
29/05/2026
6 June 2026 at SAE Institute, London, UK
IMSTA FESTA 2026 is almost upon us, with some of the biggest names in pro-audio set to descend upon SAE Institute i...
29/05/2026
cetecom advanced certifies Rohde & Schwarz test solution for hybrid and Next Gen...
29/05/2026
May 29 2026, 09:00 (PDT) Dolby and rednote Bring More Immersive Storytelling to...
29/05/2026
Youtube exclusive special drops today
Watch now
UKTV today announces another e...
29/05/2026
Genelec announces V2.1 for Aural ID binaural headphone monitoring application posted: 29/05/2026
Aural ID 2.1 enhances binaural monitoring for stereo and ...
29/05/2026
At just 20 years old, Sean Melia from Summerhill Co. Meath has been revealed as the winner of Super Garden 2026. Sean is the youngest ever contestant and winner...
28/05/2026
Thomsons Climate Crisis Toolkit is already being put to work, helping journalist...
28/05/2026
A little refresh can go a long way. We've been making behind-the-scenes upda...
28/05/2026
Since early last year, our quarterly Creator Milestone Awards have celebrated podcasts from around the world that hit major streaming milestones on Spotify. Tod...
28/05/2026
New software-based MIDI multi-clock announced
Rapid Flow have just announced the launch of a new MIDI utility plug-in that aims to solve one of the most per...
28/05/2026
Company introduce most affordable interface yet
SSL's range of audio interfaces has just gained its latest, and smallest member, the SSL 1. Designed to ...
28/05/2026
New compact drum machine & sampler announced
The latest instrument from Sonicware sees the company kick off an all-new Deconstruct series with a compact dru...
28/05/2026
Hellenic Civil Aviation Authority modernizes nationwide ATC voice communications...
28/05/2026
Comscore Announces Appointment of Matt McLaughlin as Chief Executive OfficerJon Carpenter to remain as Senior Advisor to the Board and CEO
Global business lead...
28/05/2026
Wuppertal May 28, 2026
Berliner Ensemble Upgrades Backstage Infrastructure With Riedel Stage SystemsRiedel Communications today announced that Berliner Ensemb...
28/05/2026
Harmonic's Software-Based XOS Advanced Media Processor Powers Cost-Efficient 24/7 Channel Origination and Direct-to-Consumer Delivery
SAN JOSE, Calif. - M...
28/05/2026
RT presents Wild Conamara, a two-part natural history documentary that brings a...
27/05/2026
Spotify already brings together listeners' favorite music, podcasts, and audiobooks in one place. Now, we're trialing a new format that expands the cont...
In our latest blog Tim Pearson considers Generative AI and the opportunities it presents as well as some of the challenges it can cause for media, entertainment and telecoms providers.
