ServiceNow has introduced AI agents specifically designed for the telecom industry, aiming to revolutionize operations across the entire service lifecycle. Built on NVIDIA AI Enterprise software and the ServiceNow AI platform, these agents are poised to autonomously tackle common, labor-intensive workflows in both customer service and network operations, delivering a full-stack agentic AI solution for Communications Service Providers (CSPs).
The collaboration between ServiceNow and NVIDIA to enhance telecom operations builds upon ServiceNow’s existing AI adoption, with nearly 1,000 customers already utilizing GenAI capabilities on their platform.
“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 at ServiceNow, in a statement. “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.”
These new AI agents are designed to address the unique challenges faced by the telecom industry, building on the existing AI capabilities of the ServiceNow platform. They leverage specialized frameworks and advanced reasoning to perform critical tasks such as service test and repair, network incident analysis, and billing resolution.
For example, AI agents can now analyze network data, diagnose issues, recommend solutions, and even coordinate repair actions, potentially including field engineer scheduling.
In billing, they can autonomously identify unusual usage patterns and provide real-time charge explanations. As Chris Penrose, telco global VP of business development at NVIDIA, notes, “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”.
To manage the performance of these AI agents, ServiceNow has introduced the AI Agent Orchestrator, acting as a central control tower to ensure seamless collaboration across different AI agents. Furthermore, the Workflow Data Fabric serves as the foundation, connecting enterprise-wide data to power intelligent automation and enable smarter decision-making. The AI agents will be available starting March 12 with ServiceNow’s Yokohama release.
What this means for ERP Insiders
Considerations for CSPs. Adopting agentic AI in telecommunications systems presents several challenges. One key hurdle is integrating AI agents with existing legacy infrastructure and ensuring seamless data flow between them. Managing the performance and coordination of numerous specialized AI agents requires a unified orchestration layer to prevent complexity. Furthermore, ensuring the accuracy, reliability, and trustworthiness of AI-driven decisions in critical areas like network operations and billing resolution is paramount. CSPs also need to develop expertise in managing and maintaining these sophisticated AI systems and address potential security and privacy concerns associated with handling large volumes of sensitive data.
ERP teams can focus on higher-impact work. AI can significantly assist ERP administrators at telecommunications companies using ServiceNow by automating routine tasks in areas like service test and repair, network incident analysis, and billing resolution. This automation can lead to faster issue resolution and improved efficiency. With tools like the AI Agent Orchestrator, administrators can centrally manage and monitor AI agents, ensuring smooth operations and enabling them to focus on more complex strategic tasks.
AI automation saves money. ServiceNow’s introduction of AI agents for the telecom industry is designed to automate labor-intensive tasks, potentially unlocking significant value. Recent research finds that telecom companies could unlock up to $250 billion in value by 2040 by implementing advanced responsible AI practices. This highlights the substantial financial impact AI integration can have on industry-specific solutions, a crucial consideration for ERP professionals.
