“Amazon Bedrock has given us a whole range of generative AI capability to add to our customer solutions. The fast-evolving LLMs give us access to all sorts of new and evolving technology.”
Tim Pearson
Vice President of Global Solution and Partner Marketing, NAGRA
Content security and customer loyalty solutions provider NAGRA works with media and entertainment (M&E) organizations and telecoms operators around the world. Using Amazon Web Services (AWS) and generative artificial intelligence (AI), it helps clients improve processes, reduce churn, and ultimately increase revenue. With access to large language models (LLMs) in Amazon Bedrock and the ability to scale on-demand, the company can support customers with innovative technology as they transition to the cloud.
Helping Customers Grow Their Businesses
Providing market-leading content security and distribution solutions for the M&E industry means NAGRA—a division of Kudelski Group—needs to stay ahead of the curve. Its customers include content providers, pay-TV operators, and telcos, who choose NAGRA to protect their content and investments, and help them harness new technology in a fast-paced environment.
“Working with over 500 customers and 400 million devices that are using our technology every day gives us a huge amount of data—and that data we use to identify with our customers how we can best maximize their revenues and reduce churn,” says NAGRA’s vice president of global solution and partner marketing Tim Pearson. “We’re currently looking at how we can infuse generative AI into our broad solution portfolio across content security, streaming solutions, and consumer loyalty.”
Picking the Right Models
Specifically, NAGRA has been using Amazon Bedrock—the easiest way to build and scale generative AI applications with foundation models—and Anthropic Claude 3 to develop a customer service solution. The company found that 60 percent of client call center traffic was related to billing queries, which was perfect territory, according to Pearson, for a generative AI solution to support customers across voice and chat.
“Amazon Bedrock has given us a whole range of generative AI capability to add to our customer solutions. The fast-evolving LLMs give us access to all sorts of new and evolving technology,” he says. “We’ve learned that selecting the right LLM to address the right business problem is key because it depends on the model outputs as to what answers you’re likely to get.”
Rapid Scale and Innovation
NAGRA continues to review how it can use generative AI to find solutions for M&E customers. “Examples include rapid insight response, better piracy detection, and detection of illicit content—so, spotting those early patterns ahead of time,” says Pearson.
Using AWS and services such as Amazon Bedrock means both faster development of new services and features, and the ability to ramp up to meet demand. “Working with AWS gives us the certainty that we’re able to scale to millions and even tens of millions of conversations as required,” says Pearson. “And it helps us accelerate our time to market. Innovation is and will always remain core to NAGRA, and working with strategic partners such as AWS will remain a key part of our strategy going forward.”
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