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ServiceNow, NVIDIA Expand Partnership with New Telco-Specific GenAI Solutions to Elevate Service Experiences


ServiceNow, the leading digital workflow company making the world work better for everyone, and NVIDIA have announced they are broadening their partnership with the introduction of telco-specific generative AI (Artificial Intelligence) solutions to elevate service experiences.

The first solution, Now Assist for Telecommunications Service Management (TSM), is built on the Now Platform and uses NVIDIA AI to boost agent productivity, speed time to resolution, and enhance customer experiences. As telcos look to reduce costs and uncover new business opportunities, they are turning to AI and automation. In a survey from IDC, 73% of global telecommunications service providers identified AI/ML investments to support operations as their top transformation priority.1

ServiceNow's Now Assist for Telecommunications Service Management

ServiceNow’s Now Assist for Telecommunications Service Management

“GenAI is a game-changer for telcos looking to boost productivity, improve customer experiences, and drive cost savings with its ability to learn and improve with each use,” said Rohit Batra, General Manager and Vice President for Telecom, Media, and Tech at ServiceNow. “Together, ServiceNow and NVIDIA will help telcos realize unprecedented business value and impact, fast. This is just the beginning of a large-scale transformation for the industry, and we’re excited to be at the forefront.”

“The telco industry is rapidly evolving as AI makes its mark on enterprises everywhere,” said Chris Penrose, Global Head of Business Development for Telco at NVIDIA. “Our partnership with ServiceNow will help telcos leverage GenAI to tackle their unique challenges and build better, stronger, more efficient experiences.”

Enhancing the Business-Critical Applications of ServiceNow

Many features within Now Assist are powered by ServiceNow fine-tuned large language models, as well as served using NVIDIA Triton Inference Server™ and customised with NVIDIA NeMo™, both included with NVIDIA AI Enterprise software platform for the  development and deployment of production-grade AI applications, including generative AI. The industry-first Now Assist for TSM solution will help telcos quickly and safely harness the power of generative AI with cutting-edge innovation for business-critical use cases, including:

  • Customer Care. Telco customer service agents are expected to provide customers with accurate, fast support. GenAI-powered chat summarization and agent assist capabilities boost productivity and play a pivotal role in call deflection. GenAI can summarise case activity, work notes, and customer interactions, and guide agents with next best actions. This helps agents serve customers quickly and focus on complex queries that require personalised attention—leading to overall better customer experiences.
  • Service Assurance. GenAI provides service assurance teams, stakeholders, and customers a streamlined, accurate, and rapid understanding of incidents. Take a fiber cut, a common service assurance use case that can have problematic and financial consequences for telcos. Incident management teams face a slew of challenges when handling these incidents, dealing with technical data and the risk of misinterpretation due to specialised terminology and acronyms. GenAI can decipher technical jargon, distill complex information into clear, concise summaries to speed time to resolution, drive cost savings, and improve customer experiences.

Building More Solutions for Telco Use

ServiceNow and NVIDIA plan to build out additional telco-specific GenAI use cases based on the unique needs of customers. Together, the companies are working to solve the industry’s biggest challenges and drive business transformation for telcos globally.

Partnering for Responsible and Safe AI

The telco use cases are an extension of ServiceNow and NVIDIA’s partnership announced in May 2023.