**Barcelona**: ServiceNow has unveiled AI agents designed for the telecom sector in collaboration with NVIDIA, aiming to automate processes, enhance customer service, and drive operational efficiency, with features including service testing and network incident analysis, set to roll out on March 12.
At the Mobile World Congress in Barcelona, ServiceNow announced the launch of AI agents tailored specifically for the telecommunications industry. Developed in partnership with NVIDIA using its AI Enterprise software and DGX Cloud, these agents aim to enhance productivity across various service functions, particularly in customer service and network operations.
The AI agents are set to automate several time-consuming processes traditionally undertaken by communications service providers (CSPs). According to Rohit Batra, general manager and vice president at ServiceNow, “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.” Batra emphasised that the new offering demonstrates the company’s commitment to solving significant challenges faced by business leaders within the sector.
The introduction of these AI agents coincides with a growing recognition of AI’s potential in telecom, where firms could unlock up to $250 billion in value by 2040 by adopting advanced AI practices, as reported by McKinsey. Chris Penrose, global VP of business development at NVIDIA, added, “Telcos require AI acceleration to transform their operations,” highlighting the capacity of these AI agents to drive efficiency and improve customer satisfaction.
Specific functionalities of the agents include service testing and repair, network incident analysis, and billing resolution. These features are designed to provide rapid issue resolution, preemptively tackle service disruptions, and improve transparency in billing, thereby streamlining operations and enhancing the overall customer experience.
The collaboration between ServiceNow and NVIDIA marks a significant step in aligning their technologies, delivering what John Byrne, Research Vice President at IDC, describes as a potential game-changer for telecom providers. He noted that the combination offers CSPs intelligent automation that enhances both network operations and customer service, ultimately leading to faster resolutions and improved reliability.
ServiceNow’s new AI agents will be available as part of the Yokohama release on March 12, as the company continues to embed agentic AI into the core of telecommunication operations. This initiative builds on previous advancements, including the Now Assist for Telecommunications Service Management launched last year, underscoring ongoing efforts to integrate AI into everyday telecom functionalities.
Source: Noah Wire Services
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