NAGRAVISION has launched an innovative GenAI solution to improve telecom customer service efficiency and engagement.
NAGRAVISION, the tech division of Kudelski Group, has launched the NAGRA Insight Negotiation Agent on AWS Marketplace. This GenAI-powered solution uses digital twinning and natural language processing to enhance telecom customer service. By tapping into AWS tools like Amazon Bedrock and Amazon Connect, the agent offers an autonomous approach to handling call center queries, especially in billing, which dominates over 60% of inquiries.
The GenAI solution is designed to address key challenges in the telecom industry, such as high operational costs and customer churn. By using digital twins, the system creates personalized, context-aware interactions. This technology allows the agent to respond dynamically, negotiating service packages and billing explanations that align with the subscriber’s preferences and engagement history. This targeted approach not only resolves issues faster but also identifies opportunities to introduce new services, thereby optimizing revenue.
Unlike traditional AI-assisted agents that merely guide human operators, the NAGRA Insight Negotiation Agent works independently. It draws from a subscriber’s digital twin to predict customer reactions and tailor conversations, making interactions feel more relevant and personalized. This autonomous capability ensures a high level of efficiency and consistency, addressing complex queries without human intervention, which simplifies operations and reduces the workload on call centers.
Available through AWS Marketplace, NAGRAVISION’s solution offers both proof-of-concept and production versions, making it accessible for telecom operators globally. By using GenAI to better understand consumer needs and behaviors, the NAGRA Insight Negotiation Agent aims to not only reduce costs but also enhance customer loyalty and satisfaction in a highly competitive market. Overall, the GenAI of NAGRAVISION offers a promising future for telecom customer service care by enhancing consumer engagement and driving efficiency.