ServiceNow Introduces AI Agents Built for the Telecom Industry to Drive Productivity Across the Entire Service Lifecycle
ServiceNow (NYSE: NOW) has announced new AI agents specifically designed for the telecom industry, developed in collaboration with NVIDIA. These agents, built using NVIDIA AI Enterprise software and DGX Cloud platform, aim to automate common workflows in customer service and network operations.
The AI agents will focus on three key areas:
- Service test and repair - analyzing network data and coordinating repairs
- Network incident analysis - detecting alerts and resolving service disruptions
- Billing resolution - identifying usage patterns and providing charge explanations
The solution leverages ServiceNow's AI platform with NVIDIA NIM microservices and NVIDIA NeMo to deliver industry-specific AI agents. According to McKinsey data cited in the release, telecom companies could unlock up to $250 billion in value by 2040 through implementing advanced responsible AI practices. The new AI agents will be available on March 12 with ServiceNow's Yokohama release.
ServiceNow (NYSE: NOW) ha annunciato nuovi agenti AI specificamente progettati per l'industria delle telecomunicazioni, sviluppati in collaborazione con NVIDIA. Questi agenti, realizzati utilizzando il software NVIDIA AI Enterprise e la piattaforma DGX Cloud, mirano ad automatizzare flussi di lavoro comuni nel servizio clienti e nelle operazioni di rete.
Gli agenti AI si concentreranno su tre aree chiave:
- Test e riparazione del servizio - analisi dei dati di rete e coordinamento delle riparazioni
- Analisi degli incidenti di rete - rilevamento di allerta e risoluzione delle interruzioni del servizio
- Risoluzione della fatturazione - identificazione dei modelli di utilizzo e fornitura di spiegazioni sui costi
La soluzione sfrutta la piattaforma AI di ServiceNow con microservizi NVIDIA NIM e NVIDIA NeMo per offrire agenti AI specifici per il settore. Secondo i dati di McKinsey citati nel comunicato, le aziende di telecomunicazioni potrebbero sbloccare fino a 250 miliardi di dollari di valore entro il 2040 implementando pratiche avanzate di AI responsabile. I nuovi agenti AI saranno disponibili il 12 marzo con il rilascio di Yokohama di ServiceNow.
ServiceNow (NYSE: NOW) ha anunciado nuevos agentes de IA diseñados específicamente para la industria de las telecomunicaciones, desarrollados en colaboración con NVIDIA. Estos agentes, construidos utilizando el software NVIDIA AI Enterprise y la plataforma DGX Cloud, tienen como objetivo automatizar flujos de trabajo comunes en el servicio al cliente y las operaciones de red.
Los agentes de IA se centrarán en tres áreas clave:
- Prueba y reparación del servicio - análisis de datos de la red y coordinación de reparaciones
- Análisis de incidentes de red - detección de alertas y resolución de interrupciones del servicio
- Resolución de facturación - identificación de patrones de uso y provisión de explicaciones de cargos
La solución aprovecha la plataforma de IA de ServiceNow con microservicios NVIDIA NIM y NVIDIA NeMo para ofrecer agentes de IA específicos de la industria. Según datos de McKinsey citados en el comunicado, las empresas de telecomunicaciones podrían desbloquear hasta 250 mil millones de dólares en valor para 2040 mediante la implementación de prácticas avanzadas de IA responsable. Los nuevos agentes de IA estarán disponibles el 12 de marzo con el lanzamiento de Yokohama de ServiceNow.
ServiceNow (NYSE: NOW)는 NVIDIA와 협력하여 통신 산업을 위해 특별히 설계된 새로운 AI 에이전트를 발표했습니다. 이 에이전트는 NVIDIA AI Enterprise 소프트웨어와 DGX Cloud 플랫폼을 사용하여 구축되었으며, 고객 서비스 및 네트워크 운영에서 일반적인 워크플로우를 자동화하는 것을 목표로 합니다.
AI 에이전트는 세 가지 주요 분야에 집중할 것입니다:
- 서비스 테스트 및 수리 - 네트워크 데이터 분석 및 수리 조정
- 네트워크 사건 분석 - 경고 감지 및 서비스 중단 해결
- 청구 해결 - 사용 패턴 식별 및 요금 설명 제공
이 솔루션은 ServiceNow의 AI 플랫폼과 NVIDIA NIM 마이크로서비스 및 NVIDIA NeMo를 활용하여 산업별 AI 에이전트를 제공합니다. 발표된 자료에 따르면 McKinsey의 데이터에 따르면, 통신 회사는 2040년까지 고급 책임 있는 AI 관행을 구현함으로써 최대 2500억 달러의 가치를 창출할 수 있습니다. 새로운 AI 에이전트는 ServiceNow의 요코하마 릴리스와 함께 3월 12일에 제공될 예정입니다.
ServiceNow (NYSE: NOW) a annoncé de nouveaux agents d'IA spécifiquement conçus pour l'industrie des télécommunications, développés en collaboration avec NVIDIA. Ces agents, construits à l'aide du logiciel NVIDIA AI Enterprise et de la plateforme DGX Cloud, visent à automatiser les flux de travail courants dans le service client et les opérations réseau.
Les agents d'IA se concentreront sur trois domaines clés :
- Test et réparation de service - analyse des données réseau et coordination des réparations
- Analyse des incidents réseau - détection des alertes et résolution des interruptions de service
- Résolution de facturation - identification des modèles d'utilisation et fourniture d'explications sur les frais
La solution tire parti de la plateforme d'IA de ServiceNow avec les microservices NVIDIA NIM et NVIDIA NeMo pour fournir des agents d'IA spécifiques à l'industrie. Selon des données de McKinsey citées dans le communiqué, les entreprises de télécommunications pourraient débloquer jusqu'à 250 milliards de dollars de valeur d'ici 2040 en mettant en œuvre des pratiques avancées d'IA responsable. Les nouveaux agents d'IA seront disponibles le 12 mars avec la version Yokohama de ServiceNow.
ServiceNow (NYSE: NOW) hat neue KI-Agenten angekündigt, die speziell für die Telekommunikationsbranche entwickelt wurden, in Zusammenarbeit mit NVIDIA. Diese Agenten, die mit der NVIDIA AI Enterprise-Software und der DGX Cloud-Plattform erstellt wurden, zielen darauf ab, gängige Arbeitsabläufe im Kundenservice und in den Netzwerkoperationen zu automatisieren.
Die KI-Agenten konzentrieren sich auf drei Schlüsselbereiche:
- Servicetest und -reparatur - Analyse von Netzwerkdaten und Koordination von Reparaturen
- Netzwerkvorfallanalyse - Erkennung von Warnungen und Behebung von Dienstunterbrechungen
- Rechnungsauflösung - Identifizierung von Nutzungsmustern und Bereitstellung von Kostenaufstellungen
Die Lösung nutzt die KI-Plattform von ServiceNow mit NVIDIA NIM-Mikroservices und NVIDIA NeMo, um branchenspezifische KI-Agenten bereitzustellen. Laut in der Mitteilung zitierten Daten von McKinsey könnten Telekommunikationsunternehmen bis 2040 durch die Implementierung fortschrittlicher verantwortungsvoller KI-Praktiken bis zu 250 Milliarden Dollar an Wert freisetzen. Die neuen KI-Agenten werden am 12. März mit dem Yokohama-Release von ServiceNow verfügbar sein.
- Strategic partnership with NVIDIA for AI development
- New revenue potential in $250B telecom AI market by 2040
- Expansion of AI capabilities into specific industry vertical
- Launch of automated solutions for operational efficiency
- None.
Insights
ServiceNow's introduction of telecom-specific AI agents represents a strategic expansion of its industry-vertical AI capabilities. By developing specialized solutions for communications service providers (CSPs), the company is targeting a significant market opportunity—McKinsey estimates potential AI-driven value of
This announcement demonstrates ServiceNow's continued execution of its enterprise AI strategy, moving from general-purpose automation to industry-tailored, autonomous agents capable of handling complex workflows. The partnership with NVIDIA leverages complementary technological strengths: ServiceNow's platform and workflow expertise combined with NVIDIA's AI infrastructure.
The product's focus on high-volume, labor-intensive processes (network operations, service testing, billing resolution) directly addresses key cost centers for telecom operators. With the March 12 availability aligning with ServiceNow's Yokohama release, this represents a quick commercialization timeline that could accelerate revenue impact.
For investors, this signals ServiceNow's ability to create specialized vertical offerings that can command premium pricing while expanding its total addressable market. The telecom sector's need for operational efficiency makes this a potentially high-demand offering within NOW's portfolio, supporting the company's growth narrative beyond horizontal workflow applications.
ServiceNow's telecom AI agents represent a significant technological leap in how CSPs can operate. The company has built a full-stack agentic AI solution that moves beyond simple automation to create autonomous systems capable of complex reasoning and problem-solving across the service lifecycle.
The architecture leverages three critical components: ServiceNow's workflow platform as the operational foundation, NVIDIA NIM microservices for specialized AI deployments, and NVIDIA NeMo for large language model capabilities. This integration enables the agents to perform sophisticated tasks like network diagnostics, repair coordination, and customer billing optimization—traditionally requiring significant human intervention.
What's particularly innovative is the AI Agent Orchestrator approach, which addresses a fundamental challenge in enterprise AI: coordinating multiple specialized agents across complex processes. This "central control tower" model prevents the fragmentation issues that plague many enterprise AI deployments.
The solution's architecture also demonstrates ServiceNow's evolution from workflow automation to intelligent orchestration. By connecting their Workflow Data Fabric to both structured and unstructured enterprise data, these agents gain contextual understanding essential for meaningful business impact in the telecom environment where data silos typically impede operational efficiency.
First use cases put AI agents to work to autonomously solve some of the most common, labor-intensive workflows in customer service and network operations
Built on NVIDIA AI, ServiceNow’s intelligent platform and industry-specific AI agents deliver a full-stack agentic AI solution for communications service providers
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
“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. “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.”
“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, optimize 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 specialized 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 agents analyze 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 center volume.
A collaboration built for the future of the telecom industry
ServiceNow and NVIDIA are expanding their collaboration on AI-powered automation solutions by introducing vertical-specific agentic AI solutions to drive productivity, improve customer experiences, and simplify operations.
“By combining ServiceNow’s AI-driven platform with NVIDIA’s advanced AI technology, CSPs are equipped with intelligent automation that enhances network operations and customer service,” said John Byrne, Research Vice President, Communications Service Provider Operations & Monetization industry practice, IDC. “This collaboration has the potential to enable telecom providers to drive faster resolutions, improve reliability, and enhance customer experiences at scale.”
These innovations build on last year’s announcement of Now Assist for Telecommunications Service Management (TSM)—a breakthrough solution that helps telcos put AI to work across customer service and network operations to enhance agent productivity, accelerate service resolution, and improve customer experience. Since then, ServiceNow has worked closely with NVIDIA to embed agentic AI-driven automation into the core of telecom operations, allowing providers to further improve efficiency and deliver better customer experiences with the assistance of autonomous AI agents.
Managing AI agent performance
Agentic AI without unification creates complexity. ServiceNow’s recently announced AI Agent Orchestrator acts as the central control tower for all AI agents, helping to ensure teams of specialized AI agents work together across tasks, systems, and departments to achieve a specific goal. For use cases beyond the out-of-the-box AI agents, the recent introduction of AI Agent Studio empowers enterprises across industries to build and refine custom workflows without complex coding, making it easier to put agentic AI capabilities to work for their specific operational challenges.
Workflow Data Fabric serves as the foundation for this agentic AI innovation, seamlessly connecting enterprise-wide data to power intelligent automation. By accessing both structured and unstructured data wherever it resides, ServiceNow AI Agents can drive smarter decisions and deliver meaningful business outcomes.
Additional Information
- Read about how ServiceNow is accelerating telecom transformation through agentic AI and beyond.
Availability
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AI agents in telecom will be available on March 12 alongside ServiceNow's
Yokohama release.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
© 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
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1 McKinsey & Company, “How Generative AI Could Revitalize Profitability for Telcos,” by Stephen Creasy, Ignacio Ferrero, Tomás Lajous, Victor Trigo, Benjamim Vieira, February 21, 2024. |
View source version on businesswire.com: https://www.businesswire.com/news/home/20250302892815/en/
Media Contact
Madison DaValle
ServiceNow Public Relations
847-910-8344
press@servicenow.com
Source: ServiceNow, Inc.
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