ServiceNow and NVIDIA Partner to Launch AI Agents for Telecom Industry, Driving Productivity Across the Service Lifecycle
In a groundbreaking move to revolutionize the telecom industry, ServiceNow (NYSE: NOW), the leading AI platform for business transformation, has announced the introduction of AI agents specifically designed for communications service providers (CSPs). Built in collaboration with NVIDIA, these AI agents leverage NVIDIA AI Enterprise software and the NVIDIA DGX Cloud platform to deliver unparalleled productivity across the entire service lifecycle. This innovation marks a significant step forward in automating labor-intensive workflows in customer service and network operations, empowering CSPs to resolve issues faster and deliver exceptional customer experiences.
Unlocking $250 Billion in Value with AI
The telecom industry is undergoing a transformation driven by artificial intelligence (AI). From automating routine tasks to enabling human agents to focus on complex issues, AI is reshaping how telecom companies interact with customers and manage operations. According to McKinsey, telecom companies could unlock up to $250 billion in value by 2040 by implementing advanced responsible AI practices. This highlights the immense potential of AI to turn exceptional customer service into a strategic business advantage.
“AI continues to be the key driver of business transformation in telecom, and ServiceNow, working with NVIDIA, is playing a pivotal role in this shift,” said Rohit Batra, General Manager and Vice President for Manufacturing, Telecommunications, Media, and Technology at ServiceNow. “This collaboration demonstrates our commitment to building solutions that address the biggest challenges facing telecom leaders. By delivering agentic AI-powered automation, we’re transforming how CSPs operate and serve their customers.”
“Telcos require AI acceleration to transform their operations,” added Chris Penrose, Telco Global VP of Business Development at NVIDIA. “By creating NVIDIA-powered AI agents to enhance telecom workflows for network operations and customer experience, ServiceNow is helping its customers improve efficiency, optimize costs, and enhance customer satisfaction.”
Agentic AI Agents Designed for Telecom Challenges
The new ready-to-use AI agents are tailored to address the unique challenges faced by CSPs. These agents build upon the GenAI capabilities already being rolled out to nearly 1,000 ServiceNow customers and are designed to collaborate, learn, reason, and solve problems autonomously. Leveraging specialized frameworks and advanced reasoning, these AI agents can repair networks, address service disruptions, and even prevent customer issues before they occur.
Key use cases for these AI agents include:
- Service Test and Repair:
AI agents analyze network data, diagnose issues, recommend solutions, and coordinate repair actions, including scheduling field engineers. This ensures faster and more seamless issue resolution. - Network Incident Analysis:
By leveraging AI to detect network alerts and identify root causes, these agents generate resolution playbooks and predict potential disruptions before they impact customers. This helps CSPs reduce resolution times and improve reliability. - Billing Resolution:
AI agents autonomously identify unusual usage patterns, provide real-time charge explanations, and recommend cost-effective plans. This improves transparency, reduces billing complaints, and lowers call center volume.
A Collaboration Built for the Future
The partnership between ServiceNow and NVIDIA represents a significant leap forward in AI-powered automation for the telecom industry. By combining ServiceNow’s AI-driven platform with NVIDIA’s advanced AI technology, CSPs gain access to intelligent automation that enhances both network operations and customer service.
“By combining ServiceNow’s AI-driven platform with NVIDIA’s advanced AI technology, CSPs are equipped with intelligent automation that enhances network operations and customer service,” said John Byrne, Research Vice President at IDC. “This collaboration has the potential to enable telecom providers to drive faster resolutions, improve reliability, and enhance customer experiences at scale.”
These innovations build on last year’s announcement of Now Assist for Telecommunications Service Management (TSM), a breakthrough solution that uses AI to enhance agent productivity, accelerate service resolution, and improve customer experiences. Since then, ServiceNow and NVIDIA have worked closely to embed agentic AI-driven automation into the core of telecom operations, further improving efficiency and customer satisfaction.
Managing AI Agent Performance with AI Agent Orchestrator
While AI agents hold immense potential, their deployment without proper unification can lead to complexity. To address this, ServiceNow recently introduced the AI Agent Orchestrator, which acts as the central control tower for all AI agents. This ensures teams of specialized AI agents work together seamlessly across tasks, systems, and departments to achieve specific goals.
For use cases beyond the out-of-the-box AI agents, the AI Agent Studio empowers enterprises to build and refine custom workflows without complex coding. This makes it easier for businesses to deploy agentic AI capabilities tailored to their specific operational challenges.
Workflow Data Fabric: The Foundation of Intelligent Automation
At the heart of these innovations lies Workflow Data Fabric, which seamlessly connects enterprise-wide data to power intelligent automation. By accessing both structured and unstructured data wherever it resides, ServiceNow AI Agents can drive smarter decisions and deliver meaningful business outcomes.
Recent partnerships, including one with Google Cloud, extend Workflow Data Fabric’s capabilities, providing AI agents with an even more comprehensive data foundation. This enables CSPs to identify patterns, derive insights, and perform intelligent workflows—all on the single architecture and single data model of the ServiceNow Platform.
