- ServiceNow is launching AI agents tailored for the telecom industry
- The agents were designed with tech from Nvidia, which has been fairly vocal about agentic AI being the next big thing for enterprises
- In the telecom space, ServiceNow has worked with operators like BT, Bell Canada and Verizon
IT management company ServiceNow wants to take the telecom industry to the next frontier for AI. To that end, it announced it’s launching AI agents geared specifically toward communications service providers (CSPs).
Agentic AI refers to automation systems that can make decisions and take actions with minimal human intervention. Telcos can use AI agents to, for example, identify and resolve service disruptions in the network as well as help customers resolve billing issues (much like a human call center agent).
“These AI agents aren’t just another version of chatbots,” said Rohit Batra, ServiceNow’s VP and head of product management for Telecom, Media and Technology.
Batra said in a blog not only can ServiceNow’s agents “learn, reason, collaborate and solve problems autonomously,” but that ServiceNow can “orchestrate multiple AI agents on a single platform, ensuring they work together seamlessly.”
These agents are set to hit the market later this week and were notably designed with Nvidia’s AI Enterprise software. Nvidia has been pretty vocal about agentic AI being the next big thing for enterprises, with CEO Jensen Huang predicting Nvidia itself will one day have over 100 million AI assistants.
Huang said in October Nvidia is working with ServiceNow, software company SAP and others to put agent-based solutions into their systems.
By joining forces, Nvidia and ServiceNow have “the potential to enable telecom providers to drive faster resolutions, improve reliability and enhance customer experiences at scale,” according to John Byrne, research VP of IDC’s CSP Operations & Monetization industry practice.
ServiceNow has been a mainstay among large enterprises thanks to its IT service management biz. BT, Bell Canada and Verizon Business are some of the big-name operators that have employed ServiceNow’s technology.
Shamik Basu, VP of Strategic Connectivity at Verizon Business, told Fierce at MWC last week enterprises are using ServiceNow to gain better visibility into their network assets – and integrate those insights into their existing tools. For Verizon’s part, ServiceNow “kind of powers our tooling to be able to do managed services much better,” said Basu, because it allows the company to integrate natively onto a customer’s platform.
BT meanwhile has been trialing ServiceNow’s GenAI technology to read through a customer’s case and quickly summarize it to assist human customer service representatives.
Further entrenching itself in the agentic AI space, ServiceNow announced today it is acquiring AI startup Moveworks for $2.85 billion. Moveworks provides AI assistants for over 350 large enterprises, including Instacart, Palo Alto Networks, Siemens, Toyota and more.
There’s no shortage of optimism surrounding the possibilities of agentic AI, but many enterprises aren’t ready to implement these systems, Moore Insights & Strategy analyst Jason Andersen told us in October. He predicted we won’t actually see “enterprise-scale solutions” with AI agents being deployed until 2026.
