The digital workflow company, ServiceNow and NVIDIA have announced that they are introducing telco-specific generative AI (gen AI) solutions. Now Assist for Telecommunications Service Management (TSM), the first solution will be built on the Now Platform and uses the Nvidia AI to boost agent productivity, speed to time resolution, and enhanced customer experiences.
Rohit Batra, general manager and vice president for telecom, media, and tech at ServiceNow said in a press note shared by the company “As telcos look to reduce costs and uncover new business opportunities, they’re turning to AI and automation.” Citing a survey from IDC, Batra said close to 73 per cent of global telcos identified AI/ML investments to support operations as their top transformation priority.
“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,” added Batra.
As telcos look to reduce costs and uncover new business opportunities, they’re 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 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
“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 in the press note. “Our partnership with ServiceNow will help telcos leverage GenAI to tackle their unique challenges and build better, stronger, more efficient experiences.”
Several of the features within the new solution – Now Assist have been powered by ServiceNow’s fine tuned large language models (LLMS), as well as Nvidia’s Triton Inference Server, which are customised with NVIDIA NeMo. These are included in the Nvidia AI Enterprise software platform for the development and deployment of production-grade AI applications.
These include gen AI innovation for use cases like customer service, where telco customer service agents are expected to provide customers with accurate and fast support. The gen AI powered chat summarisation and agent assist capabilities will help boost productivity. It also plays a vital role in call deflection. Gen AI can help summarise case activity, work notes, and customer interactions, and also guide agents with the next best actions.
This helps agents serve customers quickly and focus on complex queries that require personalized attention—leading to overall better customer experiences. The solution also provides customers, stakeholders, and service assurance teams a streamlined and easy understanding of incidents.
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 helps decipher technical jargon, distill complex information into clear, concise summaries designed to speed time to resolution, drive cost savings, and improve customer experiences.
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