The development of agentic AI is being driven by several key advancements, including technological innovation, rapid customer adoption, enhanced computing power, and, perhaps most notably, the formation of strategic partnerships.
Now, in partnership with NVIDIA, ServiceNow has announced the launch of dedicated AI agents for the telecommunications industry, due March 12 with the company’s Yokohama release. These new agents are designed to enhance productivity in the sector and will initially be implemented by communications service providers (CSPs) to automate labor-intensive workflows in customer service and network operations.
What’s the Impact?
The new agents leverage NVIDIA AI Enterprise software and the NVIDIA DGX Cloud. Combined with ServiceNow’s AI platform, these new AI agents deliver out-of-the-box agentic AI features targeted specifically at CSPs.
“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.
“The launch of new AI agents developed specifically for the telecom industry demonstrates our continued commitment to building solutions that help solve the biggest challenges facing business leaders. ServiceNow has been at the forefront of AI innovation for years, and this collaboration with NVIDIA marks the next step in delivering agentic AI-powered automation that transforms how CSPs operate and serve their customers.”
Core Capabilities
Building on the 2024 launch of ServiceNow’s Now Assist for Telecommunications Service Management (TSM), the new telco AI agents operate across the service lifecycle, including:
Service test and repair: AI agents expedite issue resolution through network data analysis, issue diagnosis, suggestions, and repair scheduling.
Network incident analysis: Agents can detect network alerts, identify their causes, and resolve issues more quickly, ensuring fewer disruptions to service. The agents can also utilize predictive analysis to anticipate potential disruptions.
Billing resolution: AI agents can be deployed to autonomously identify usage discrepancies, explain charges, and provide cost-saving recommendations.
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Closing Thoughts
“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 most significant part of this announcement is the expanded collaboration between ServiceNow and NVIDIA. They are demonstrating how to develop the specificity required for sophisticated out-of-the-box agents by combining NVIDIA’s next-gen AI capabilities with the user-friendly adaptability of the ServiceNow platform.
For telecom providers, these new AI agents will unlock new levels of efficiency and enhance customer experiences. In the long run, this partnership showcases the power of collaboration and highlights the flexibility of the ServiceNow AI platform.
As we have covered extensively, this platform also enables users to benefit from custom AI agent development and orchestration. It’s this full-service approach that makes ServiceNow one of the leaders in agentic AI development.
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