NAGRA Insight Negotiation Agent is an autonomous Customer Care Agent powered by controlled generative AI and digital twin technology that explains post-paid bills in natural conversational language. It is designed to address the 60% of call centre traffic that deals with billing enquiries and reduce the percentage of customer conversations that end with a discount, repackage or downgrade.

Enabled by Amazon Bedrock and Anthrophic's Claude 3 LLM and powered by NAGRA digital twin technology, the solution responds to and resolves billing queries utilizing your brand style. Guardrails prevent any negative interaction and the solution supports chat, social media and voice.

Through a natural language conversational discussion with the customer, the solution provides personalized answers based on the subscribers package details and utilizes your product naming, bill terminology and brand tone-of-voice.

Protected via full PII and privacy protection, the solution responds to the following question areas:

• Balance due
• Previous month balance and payments received
• Bill summary
• Explain changes from previous month
• Next month bill amount
• Bill items descriptions for thousands of different bill items
• Billing for partial month activity, i.e. a billing cycle for more or less than one month
• Billing for partial month activity, for a specific service
• Explanation for services and bill sections: Internet, TV, Phone, Mobile, Other, Taxes
• Promotion of positive actions, such as auto-pay setup
• Late fees explanation
• Transfer to human agent on request
• Transfer to retention on churn request (optional)
• Transfer to human agent or other chatbot to handle different subjects such as technical problems
• Service changes suggestion & transfer: suggest service changes & transfer when accepted by the user

In addition, the solution has control features for the configuration of answers against any subject and automated tests for answer compliance.

Easily setup through adaptable connectors to billing systems and API-based conversation integration together with with optional API-based user data import for advanced conversation subjects.

Professional services support available to create and set-up answers, integrate APIs and provide support through soft and full launch.

Contact aws-marketplace@nagra.com  for more details.