INTELLIGENT BRANDS // Mobile Technology

The AI agents were built with NVIDIA AI Enterprise software and the AI platform, NVIDIA DGX Cloud. The agents are designed to drive productivity across the entire service lifecycle.

“ 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.”

The first use cases will put AI agents to work for communications service providers( CSPs) to autonomously solve some of the most common, labour intensive workflows in customer service and network operations. The combination of ServiceNow’ s AI platform with NVIDIA NIM microservices and NVIDIA NeMo, both part of NVIDIA AI Enterprise, brings industry specific, out-ofthe-box AI agents and delivers a full stack agentic AI solution for CSPs to help resolve problems faster and deliver great customer experiences.

AI is changing 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 US $ 250 billion in value by 2040 by implementing advanced responsible AI practices, turning exceptional customer service into a strategic business 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.

“ 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, optimise costs and enhance customer satisfaction.”

Transforming operations through agentic AI

New ready to use AI agents provide CSPs with automation and intelligence capabilities specifically designed to address their unique challenges – building upon the AI agents that are being rolled out to nearly 1,000 customers with GenAI capabilities on the ServiceNow Platform – and enabling them to collaborate, learn, reason and solve problems on their own.

Designed for the telecommunications industry, the AI agents use specialised frameworks and advanced reasoning to repair networks, address service disruptions and help prevent customer issues before they happen. These AI agents take intelligent, context aware actions that work across the service lifecycle, including:

• Service test and repair: Offers faster, more seamless issue resolution. AI

Rohit Batra, General Manager and Vice President for Manufacturing, Telecommunications, Media and Technology at ServiceNow

agents analyse network data, diagnose issues, recommend solutions, and coordinate repair actions, including field engineer scheduling.

• Network incident analysis: Leverages AI to detect network alerts, identify the root cause, and resolve service disruptions faster. AI agents generate resolution playbooks and help predict potential network disruptions before they impact customers, helping CSPs reduce resolution time and improve customer satisfaction.

• Billing resolution: AI agents 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 centre volume. p

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