MWC Barcelona—ServiceNow and Nvidia have announced an expansion of their partnership, focusing on launching generative AI solutions tailored for the telecommunications industry.
The collaboration aims to enhance service experiences by leveraging artificial intelligence to improve agent productivity, accelerate problem resolution, and enrich customer interactions, said a statement.
The initial offering, dubbed Now Assist for Telecommunications Service Management (TSM), integrates Nvidia's AI technology within the Now Platform.
This development comes as the telecommunications sector seeks ways to cut costs and explore new business avenues, with a significant portion of service providers prioritising AI and machine learning investments for operational support, as highlighted by a recent survey from IDC.
“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, ServiceNow's general manager and vice president for telecom, media, and tech.
The partnership leverages ServiceNow's large language models and NVIDIA's Triton Inference Server and NeMo tools, part of the Nvidia AI Enterprise software platform.
These technologies support the development and deployment of AI applications, including customer care and service assurance solutions for telecommunications, said the company.
Chris Penrose, Nvidia's global head of business development for telco, said, “Our partnership with ServiceNow will help telcos leverage GenAI to tackle their unique challenges and build better, stronger, more efficient experiences.”
In customer care, generative AI aids service agents by summarising interactions and guiding them on the next best actions, which enhances productivity and customer service quality.
For service assurance, AI simplifies the management of incidents like fiber cuts by clarifying technical data and facilitating faster resolution times, ultimately saving costs and improving customer satisfaction.
ServiceNow and Nvidia said they plan to further develop telecom-specific AI use cases to address the industry's pressing challenges and support global business transformation efforts.
