- ServiceNow AI agents for Telecoms were built on NVIDIA AI
- Learnings from first-use cases will determine tasks for future telecoms out-of-the-box AI agents
- Agentic AI will enable actions such as service and repair, network incident analysis, and billing resolution
ServiceNow has developed AI agents for the telecom industry. The AI agents were built with NVIDIA AI Enterprise software and the AI platform, NVIDIA DGX Cloud.
The first use cases will put AI agents to work for communications service providers (CSPs) to autonomously solve some of the most common, labour‑intensive workflows in customer service and network operations to help resolve problems faster and deliver great customer experiences.
“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.
“Telcos require AI acceleration to transform their operations,” said 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.”
The AI agents that are being rolled out to nearly 1,000 customers with GenAI capabilities on the ServiceNow Platform—enabling them to collaborate, learn, reason, and solve problems on their own.
The AI agents use specialised frameworks and advanced reasoning to repair networks, address service disruptions, and help prevent customer issues before they happen. These AI agents take intelligent, context‑aware actions that work across the service lifecycle, including:
- Service test and repair: Offers faster, more seamless issue resolution. AI agents analyse network data, diagnose issues, recommend solutions, and coordinate repair actions, including field engineer scheduling.
- Network incident analysis: Leverages AI to detect network alerts, identify the root cause, and resolve service disruptions faster. AI agents generate resolution playbooks and help predict potential network disruptions before they impact customers, helping CSPs reduce resolution time and improve customer satisfaction.
- Billing resolution: AI agents autonomously identify unusual usage patterns, provide real‑time charge explanations, and recommend more cost‑effective plans. By improving transparency and reducing unexpected charges, CSPs can reduce billing complaints and call center volume.
“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 VP, CSP Operations & Monetization industry practice, IDC. “This collaboration has the potential to enable telecom providers to drive faster resolutions, improve reliability, and enhance customer experiences at scale.”
This innovation builds on ServiceNow’s investment in Now Assist for Telecommunications Service Management (TSM), AI Agent Orchestrator and AI Agent Studio.
Additionally, Service Now has enhanced its global partner program, and organisations such as Infosys and Cognizant have been elevated to Global Elite partners, joining an exclusive group of top-tier collaborators like Accenture and Deloitte. The investment is in recognition of the specialisations and differentiation in AI offerings that do, and will, occur in the ever-changing marketplace.