ServiceNow Unveils AI Agents Tailored for Telecom Industry, Boosting Productivity and Efficiency

ServiceNow, a leading AI platform for business transformation, has introduced AI agents specifically designed for the telecom industry. These AI agents are built using NVIDIA AI Enterprise software and the AI platform, NVIDIA DGX Cloud, and are designed to drive productivity across the entire service lifecycle. The first use cases will put AI agents to work for communications service providers (CSPs) to autonomously solve some of the most common, labor-intensive workflows in customer service and network operations.



AI is transforming the way telecoms provide service and interact with customers, from automating routine tasks and enhancing self-service options to enabling human agents to focus on complex issues and speed up customer response times. According to McKinsey, telecom companies could unlock up to $250 billion in value by 2040 by implementing advanced responsible AI practices, turning exceptional customer service into a strategic business advantage.

ServiceNow's collaboration with NVIDIA brings industry-specific, out-of-the-box AI agents and delivers a full-stack agentic AI solution for CSPs. These AI agents are designed to take intelligent, context-aware actions that work across the service lifecycle, including service test and repair, network incident analysis, and billing resolution. By analyzing network data, diagnosing issues, recommending solutions, and coordinating repair actions, AI agents can offer faster, more seamless issue resolution. Additionally, AI agents can leverage AI to detect network alerts, identify the root cause, and resolve service disruptions faster, helping CSPs reduce resolution time and improve customer satisfaction.

Moreover, AI agents can 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. This collaboration between ServiceNow and NVIDIA has the potential to enable telecom providers to drive faster resolutions, improve reliability, and enhance customer experiences at scale.

In conclusion, ServiceNow's introduction of AI agents built for the telecom industry demonstrates its commitment to driving business transformation through AI. By leveraging NVIDIA's advanced AI technology, ServiceNow offers CSPs intelligent automation that enhances network operations and customer service, positioning itself as a market leader in AI-driven business transformation. As telecom companies continue to adopt AI solutions, ServiceNow's AI agents will play a crucial role in boosting productivity, improving customer experiences, and simplifying operations.