ServiceNow AI agents will revolutionize the entire telecom service lifecycle with enhanced productivity and speed for the most labor‑intensive workflows.
ServiceNow, a cloud-based AI-driven platform that automates organisational processes, has launched a suite of AI agents specially designed for the telecom industry.
These agents are built on NVIDIA AI Enterprise, a software suite with enterprise-grade AI tools, frameworks, and pre-trained models optimized for NVIDIA GPUs. In particular, NVIDIA AI Enterprise powers the ServiceNow AI agents by integrating NVIDIA NIM microservices and NVIDIA NeMo — technologies that enhance AI reasoning, automation, and decision-making for telecom workflows.
Additionally, the new AI agents are powered by NVIDIA DGX Cloud AI supercomputing platform solution that provides enterprises with access to powerful, scalable AI infrastructure and offers fully managed, high-performance AI training and development environments powered by NVIDIA GPUs, including NVIDIA H100 and A100 Tensor Core GPUs.
While ServiceNow telecom agents aim to optimize productivity across the entire service lifecycle, their initial implementations focus on automating some of the most common and resource-intensive processes in customer service and network operations.
The agents collaborate, learn, reason, and solve problems autonomously across such telecom tasks:
- Service test & repair: The tools accelerate troubleshooting by analyzing network data, diagnosing issues, recommending fixes, and coordinating repair schedules.
- Network incident analysis: AI agents detect network anomalies, determine root causes, and suggest solutions, helping communications service providers (CSPs) prevent and resolve disruptions faster.
- Billing resolution: AI can better identify unusual usage patterns, explain charges in real-time, and recommend cost-effective plans, reducing customer complaints and call center volume.
As a result of improving those processes, this full-stack agentic AI solution enhances problem resolution speed and improves customer experiences. The coordination of the new tools is facilitated by ServiceNow’s other AI-driven solutions already adopted by nearly 1,000 customers, including its recent AI Agent Orchestrator and AI Agent Studio products that redefine management and customization for AI agents.
ServiceNow’s AI Agent Orchestrator helps multiple AI agents work smoothly together across different tasks and departments. It includes thousands of ready-to-use agents that independently perform repetitive tasks for IT, HR, and customer service, plus an AI Agent Studio for custom agents.
The Agent Studio lets anyone create custom AI agents without writing code. Users just describe what they want to achieve in plain language. The system then builds a team of suitable AI agents that work with the company’s existing workflows and data.
All these innovations build on last year’s launch of Now Assist for Telecommunications Service Management (TSM), which introduced AI-driven automation to improve agent efficiency and customer support. Since then, ServiceNow and NVIDIA have embedded advanced AI automation deeper into telecom workflows, helping CSPs further enhance efficiency and service quality.
AI is revolutionizing how telecom companies operate. It automates routine tasks, improves self-service options, and enables human agents to concentrate on complex issues, ultimately accelerating response times. A McKinsey report suggests that leveraging advanced AI responsibly could unlock up to $250 billion in value for telecom providers by 2040.
