Enterprise workflow software giant ServiceNow Inc. is taking artificial intelligence-powered automation to the telecommunications industry, announcing its first AI agents for communications service providers at the MWC25 event in Barcelona today.
The new AI agents were developed alongside Nvidia Corp., using the Nvidia AI Enterprise Software and AI Platform, and trained using the Nvidia DGX Cloud with 840 of its high-powered H100 graphics processing units.
According to ServiceNow, the agents are designed to boost productivity for CSPs throughout the entire service lifecycle by autonomously solving problems relating to customer service and network operations. They’ll be made available to every ServiceNow telecommunications customer soon in the latest version of its platform, the Yokohama release, slated to launch on March 12.
AI agents are one of the hottest new trends in AI, referring to systems that can perform tasks autonomously on behalf of users with minimal human supervision. They work by observing their environment and gathering information, using advanced algorithms to reason, plan and execute tasks by themselves. They also rely on large language models to understand user’s requests and prompts, and can access external tools to enhance their problem-solving abilities, learning and getting smarter over time.
ServiceNow said the combination of its AI agent platform Now Assist and Nvidia’s NIM microservices and NeMo tools has allowed it to develop some of the most capable and robust AI agents, specifically designed to solve challenges in telecoms. They include a number of out-of-the-box AI agents designed to automate network operations and streamline customer service operations, with the goal being to enhance customer experiences and speed up resolutions.
They build upon the debut of the Now Assist for Telecommunications Service Management platform launched last year that helps ServiceNow’s telco customers put AI to work, and can carry out tasks such as fixing networks, addressing service interruptions and preventing customer issues before they happen.
For instance, some of the agents are designed to service, test and repair networks by analyzing network data to diagnose any problems that occur. This analysis takes place in seconds, and they’ll immediately be able to work out the best way to fix things and coordinate the repair operation by scheduling tasks for the engineers responsible.
In addition, there are AI agents specifically designed to analyze network incidents. They respond to network alerts as soon as they happen and quickly dig down to understand the root cause. Once they’ve identified the problem, they’ll generate a resolution playbook that predicts any possible network disruptions that might occur before they impact customers.
The company also talked about its billing resolution agents, which can autonomously identify any unusual usage patterns and provide real-time explanations of the associated charges, as well as recommendations for customers to switch to a more cost-effective plan. ServiceNow says this can help telcos to improve transparency and reduce unexpected charges for customers, and will help to reduce the volume of billing complaints and call center volume.
Rohit Barta, ServiceNow’s general manager and vice president of manufacturing, telecommunications, media and technology, said customers will be able to orchestrate the new agents using the company’s AI Agent Orchestrator platform, which he likens to a kind of “control tower” for AI agents. They also leverage ServiceNow’s Workflow Data Fabric tool, which connects them to various enterprise data sources. Customers also have the option to customize the prebuilt AI agents using the no-code AI Agent Studio.
“What sets ServiceNow apart is our ability to orchestrate multiple AI agents on a single platform, ensuring they work together seamlessly,” Batra said in a blog post. “AI Agent Orchestrator enables inter‑agent communication, centralizing coordination across network operations, customer service, and business processes.”
With its AI agents, ServiceNow aims to position itself at the forefront of the AI revolution in telecommunications. It believes the technology will transform forever the way CSPs work, freeing up human engineers and customer service agents to focus on higher level work by automating routine tasks. The company cites a forecast from McKinsey Co., which suggests that telecoms firms could leverage AI to unlock $250 billion in value by 2040.
International Data Corp. analyst John Byrne said the combination of ServiceNow’s AI agent expertise and Nvidia’s software and infrastructure can equip CSPs with intelligent automation on a level they’ve not yet seen. “This collaboration has the potential to enable telecom providers to drive faster resolutions, improve reliability and enhance customer experiences at scale,” he said.
Image: News/Meta AI
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