ServiceNow has announced the launch of AI agents specifically designed for the telecom industry, developed in collaboration with NVIDIA using their AI Enterprise software and DGX Cloud platform. These AI agents are aimed at enhancing productivity across the service lifecycle by automating labor-intensive workflows in customer service and network operations.

Enhancing Telecom Services with AI

AI is transforming the telecom sector by automating routine tasks and enabling human agents to focus on complex issues, thereby speeding up response times. According to McKinsey, telecom companies could unlock up to $250 billion in value by 2040 through responsible AI adoption.

Key Capabilities of ServiceNow's AI Agents

• ServiceNow's AI agents offer CSPs automation and intelligence capabilities tailored to industry-specific challenges. Key features include:
• Service Test and Repair: AI agents analyze network data, diagnose issues, recommend solutions, and coordinate repair actions.
• Network Incident Analysis: AI-powered detection identifies network alerts, determines root causes, and resolves service disruptions.
• Billing Resolution: AI agents detect unusual usage patterns, provide real-time charge explanations, and recommend cost-effective plans.

Collaboration and Innovation

ServiceNow and NVIDIA are expanding their partnership to deliver vertical-specific AI solutions that enhance productivity and simplify operations. This collaboration builds on last year's launch of Now Assist for Telecommunications Service Management (TSM), which introduced AI-powered automation for CSPs.

"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. This collaboration has the potential to enable telecom providers to drive faster resolutions, improve reliability, and enhance customer experiences at scale."

- John Byrne, Research Vice President, IDC

“Telcos require AI acceleration to transform their operations. 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.”

- Chris Penrose, telco global VP of business development at NVIDIA

Managing AI Agent Performance

To manage AI agent performance, ServiceNow's AI Agent Orchestrator acts as a central control system, ensuring seamless collaboration between AI agents across various tasks and departments. The AI Agent Studio enables enterprises to customize workflows with low-code development, making it easier to deploy AI automation tailored to specific operational challenges.

Underpinning AI Advancements

Workflow Data Fabric supports these AI advancements by connecting enterprise-wide data to power intelligent automation. By leveraging structured and unstructured data, ServiceNow AI Agents drive smarter decision-making and deliver meaningful business outcomes.

ServiceNow's introduction of AI agents for the telecom industry marks a significant step forward in leveraging AI to enhance productivity and customer experiences. With NVIDIA's advanced AI technologies, these agents are poised to revolutionize how CSPs manage their operations and deliver services.