NAGRA Insight Negotiation Agent

The NAGRA Insight Negotiation Agent does the heavy lift in answering routine questions relating to billing. It removes the complexity and repetition of negotiating the right package for each individual customer. You’ll know how they respond with forensic accuracy, because the digital twinning technology that is integrated with the Negotiation Agent will have predicted the outcome for you already. And there’s no risk of the virtual negotiator proposing its own offers as it can only work with the offers you have already defined for specific use cases.

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 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 continued inputs and past behavior.  The key benefit for the consumer is that they have a meaningful discussion with actionable results while the operator benefits through a reduction in calls to the contact center.

AI-driven technology is at logger heads with a lot of privacy laws, including GDPR. The NAGRA Insight Negotiation Agent avoids that problem by utilizing an LLM that does not learn from, or broadcast to, the open internet. The technology only uses data from the telecom operator’s CRM, which it integrates with the consumer’s digital twin, also owned by the operator. This, in turn, directs the LLM that powers the Negotiation Agent, enabling it to communicate in near-real human terms.

Crucially, the SaaS-based solution uses Amazon Bedrock, which guarantees that no operator data or personal identifiable content is ever transferred to the LLM provider – all the data that it receives is anonymized personal data via the digital twin. This ensures privacy and confidentiality, while maintaining competitive secrecy and an ability to scale to millions of conversations at the same time.

The Negotiation Agent will learn from the data it receives on customer behavior to continuously improve. It will always choose the best option to maximize revenue and minimize churn but will work within the offers and the guardrails set by the operator for defined use cases. So, it will never be susceptible to repeat attempts by a consumer to force a subscription for a price you haven’t cleared.

The Negotiation Agent is protected by state-of-the-art security.  It cannot be poisoned or tricked as no training data originates from the consumer. For greater assurance, NAGRA Insight customers can also benefit from 24/7 next-generation attack prevention and response, delivered by Kudelski Security, our sister cybersecurity business.

The NAGRA Insight Negotiation Agent is designed to interact directly with the consumer to directly address the 60% of contact center traffic associated with repetitive and routine calls about billing explanation. Smart pricing by contrast is designed to be used by operators, and via a digital twin fueled by consumer behavior data, allow operator retention marketing teams to undertake activities such as sensitivity analysis for new offers. This will allow operators to identify the offers that will achieve the most favorable outcome with consumers, reduce the risk of churn and optimize revenue.