ServiceNow, the AI-driven platform for business transformation, has announced the launch of AI agents tailored for the telecom industry at Mobile World Congress. Developed using NVIDIA AI Enterprise software and the NVIDIA DGX Cloud AI platform, these AI agents are designed to enhance productivity throughout the service lifecycle. The initial implementations will enable communications service providers (CSPs) to automate complex, labor-intensive workflows in customer service and network operations. By integrating ServiceNow’s AI platform with NVIDIA NIM microservices and NVIDIA NeMo—both part of NVIDIA AI Enterprise—this solution offers industry-specific, ready-to-use AI agents, delivering a comprehensive AI-powered automation framework for CSPs.
AI is revolutionizing telecom services by automating routine tasks, improving self-service options, and enabling human agents to focus on more complex issues, thereby accelerating response times. According to McKinsey, telecom providers could unlock up to $250 billion in value by 2040 through responsible AI adoption, transforming exceptional customer service into a strategic 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. “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.”
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“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.”
Transforming Telecom Operations with Agentic AI
The new AI agents are purpose-built to provide CSPs with advanced automation and intelligence, addressing industry-specific challenges. These capabilities build on AI agents already deployed to nearly 1,000 customers using GenAI on the ServiceNow Platform. By leveraging AI, CSPs can streamline operations, collaborate efficiently, learn dynamically, and resolve issues autonomously.
Designed specifically for telecommunications, these AI agents use specialized frameworks and advanced reasoning to repair networks, mitigate service disruptions, and prevent customer issues before they arise. They perform intelligent, context-aware actions across the service lifecycle, including:
- Service Test and Repair: AI-driven diagnostics analyze network data, identify issues, recommend solutions, and coordinate repair actions, including scheduling field engineers, ensuring faster issue resolution.
- Network Incident Analysis: AI identifies network alerts, pinpoints root causes, and resolves service disruptions efficiently. AI agents generate resolution playbooks and predict potential network failures, reducing downtime and improving customer satisfaction.
- Billing Resolution: AI agents autonomously detect unusual usage patterns, provide real-time charge explanations, and recommend cost-effective plans. This enhances billing transparency, reduces complaints, and decreases call center workload.
A Future-Focused Collaboration for Telecom
ServiceNow and NVIDIA continue to expand their collaboration, introducing AI-driven automation solutions designed to boost efficiency, elevate customer experiences, and simplify telecom operations.
“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, Communications Service Provider 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.”
Building on last year’s introduction of Now Assist for Telecommunications Service Management (TSM)—a solution that leverages AI to optimize customer service and network operations—ServiceNow has continued to integrate AI-driven automation into telecom processes. Through its partnership with NVIDIA, ServiceNow is further enhancing operational efficiency and improving customer experiences with AI-powered automation.
Managing AI Agent Performance
For AI-powered automation to be truly effective, unifying AI agents is critical. ServiceNow’s newly launched AI Agent Orchestrator serves as a central control hub, ensuring that specialized AI agents collaborate seamlessly across tasks, systems, and departments. This streamlines workflows and enhances operational efficiency.
For enterprises looking to tailor AI automation to their specific needs, AI Agent Studio enables organizations to create and customize AI-driven workflows without complex coding, making it easier to leverage agentic AI capabilities for unique operational challenges.
ServiceNow’s Workflow Data Fabric underpins this innovation by seamlessly integrating structured and unstructured data across enterprises. This connectivity empowers AI agents to make smarter decisions, optimize processes, and drive impactful business outcomes.
With these advancements, ServiceNow and NVIDIA are reshaping telecom operations, ensuring CSPs can deliver enhanced service reliability, cost efficiencies, and superior customer experiences at scale.