ServiceNow, NVIDIA Unveil AI Agents for Telecom

ServiceNow (NYSE: NOW), the AI platform for business transformation, has announced the launch of AI agents tailored for the telecom industry. Developed using NVIDIA AI Enterprise software and the NVIDIA DGX Cloud, these AI agents are designed to enhance productivity across the entire service lifecycle. Initially, the AI agents will help communications service providers (CSPs) automate common, labor-intensive tasks in customer service and network operations.

By combining ServiceNow’s AI platform with NVIDIA’s NIM microservices and NeMo, part of NVIDIA AI Enterprise, the new solution provides CSPs with out-of-the-box, industry-specific AI agents. This full-stack agentic AI solution allows telecom providers to resolve issues more quickly, improving customer experiences.

AI is reshaping telecom service delivery, automating routine tasks, improving self-service options, and enabling human agents to focus on more complex issues. According to McKinsey, the telecom industry could unlock up to $250 billion in value by 2040 through the implementation of responsible AI practices, turning superior customer service into a strategic business advantage.

“AI continues to drive business transformation in telecom, and ServiceNow, in collaboration with NVIDIA, is playing a pivotal role in this shift,” said Rohit Batra, General Manager and VP of Manufacturing, Telecommunications, Media, and Technology at ServiceNow. “The introduction of AI agents for telecom highlights our commitment to delivering solutions that tackle the industry’s toughest challenges. This collaboration with NVIDIA takes our AI-powered automation to the next level, transforming how CSPs operate and serve their customers.”

Chris Penrose, Telco Global VP of Business Development at NVIDIA, added, “Telcos need AI acceleration to transform their operations. ServiceNow’s creation of NVIDIA-powered AI agents to enhance telecom workflows will improve efficiency, optimize costs, and boost customer satisfaction.”

AI Agents Transform Telecom Operations

The new AI agents are designed to automate and address the specific challenges faced by CSPs. These agents build upon AI capabilities already deployed to nearly 1,000 ServiceNow customers, integrating GenAI to allow collaboration, learning, reasoning, and autonomous problem-solving.

Tailored for the telecommunications industry, the AI agents perform tasks across the service lifecycle, such as:

• Service Test and Repair: Faster, more seamless issue resolution. AI agents analyze network data, diagnose issues, suggest solutions, and coordinate repair actions, including scheduling field engineers.
• Network Incident Analysis: AI detects network alerts, identifies the root cause, and resolves service disruptions more quickly. It also helps predict potential issues, reducing resolution time and enhancing customer satisfaction.
• Billing Resolution: AI agents identify unusual usage patterns, explain charges in real-time, and suggest cost-effective plans, helping to reduce billing complaints and call center volumes.

A Future-Ready Collaboration

ServiceNow and NVIDIA’s expanded partnership introduces agentic AI solutions specifically for the telecom sector, aimed at improving productivity, customer experience, and operational simplicity. IDC’s John Byrne, Research VP of Communications Service Provider Operations & Monetization, said, “This collaboration equips CSPs with intelligent automation, improving reliability, driving faster resolutions, and enhancing customer experiences at scale.”

These new capabilities build on last year’s launch of Now Assist for Telecommunications Service Management (TSM), which applies AI to customer service and network operations. Since then, ServiceNow has worked closely with NVIDIA to embed agentic AI-driven automation at the core of telecom operations.

Managing AI Agent Performance

To ensure seamless collaboration across tasks and systems, ServiceNow’s new AI Agent Orchestrator acts as the central hub for all AI agents. This allows specialized agents to work together towards specific goals. The recently introduced AI Agent Studio enables enterprises to create and refine custom workflows without complex coding, making it easier to apply agentic AI to address specific operational challenges.

Built on the Workflow Data Fabric, ServiceNow’s AI agents access both structured and unstructured data across the enterprise, powering intelligent automation and delivering meaningful business outcomes.

As ServiceNow and NVIDIA continue to innovate, their partnership is set to revolutionize the telecom industry, driving smarter decisions and transforming operations with the power of AI.