Built on the Now Platform, Now Assist for Telecommunications Service Management Leverages NVIDIA AI to Boost Agency Productivity, Speed Time to Resolution, and Enhance Time to Value
Mobile World Congress–ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, and NVIDIA (NASDAQ: NVDA) today announced that they are broadening their partnership with the introduction of telco-specific generative AI 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
“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.”
Many features within Now Assist are powered by ServiceNow fine-tuned large language models, as well as served using NVIDIA Triton Inference Server™ and customized 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 summarize 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 personalized 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 specialized 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.
BT, one of the most prominent providers of broadband, mobile, TV, and sport services in the U.K., has been among the early adopters of digital platforms and automation in the telecom industry, and is already partnering with ServiceNow to consolidate legacy service management platforms into a single system. BT is also exploring using Now Assist for TSM to enhance operational efficiency, drive cost savings, and elevate customer service operations.
“GenAI represents the next major evolution for telcos. It is empowering us to automate workflows, decrease manual tasks, and deliver superior experiences for our customers,” said Harmeen Mehta, chief digital and innovation officer at BT. “Through our close collaboration with ServiceNow and NVIDIA, BT is leveraging AI to transform our business processes, from the network to the call center, to drive efficiencies for our business, and provide stronger, faster experiences for customers.”
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.
Additional Information
Find out how generative AI can help cloud service providers improve business processes, customer experience, and network management.
Availability
Now Assist for TSM is available today.
1 IDC, 2023 Telecommunications Service Provider Transformation Plans and Strategies Survey Highlights, Doc # US49352223, May 2023
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About NVIDIA
Since its founding in 1993, NVIDIA (NASDAQ: NVDA) has been a pioneer in accelerated computing. The company’s invention of the GPU in 1999 sparked the growth of the PC gaming market, redefined computer graphics, ignited the era of modern AI and is fueling industrial digitalization across markets. NVIDIA is now a full-stack computing infrastructure company with data-center-scale offerings that are reshaping industry. More information at https://nvidianews.nvidia.com/.
About ServiceNow
ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud‑based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNowTM. For more information, visit: www.servicenow.com.
ServiceNow Forward-Looking Statements
This press release contains “forward‑looking statements” about the expectations, beliefs, plans, and intentions relating to its partnership with NVIDIA to build telco-specific GenAI solutions. Such statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, ServiceNow’s results could differ materially from the results expressed or implied by the forward‑looking statements made. ServiceNow undertakes no obligation, and does not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) delays and unexpected difficulties and expenses in executing the partnership or delivering the product capabilities and offerings, (ii) changes in the regulatory landscape related to AI and (iii) uncertainty as to whether sales will justify the investments in the product capabilities and offerings. Further information on factors that could affect ServiceNow’s financial and other results is included in the filings ServiceNow makes with the Securities and Exchange Commission from time to time.
NVIDIA Forward-Looking Statements
Certain statements in this press release including, but not limited to, statements as to: the benefits, impact, performance, features, and availability of NVIDIA’s products and technologies, including NVIDIA AI, NVIDIA NeMo, NVIDIA AI Enterprise software platform, and NVIDIA Triton Inference Server; the benefits and impact of the expanded partnership between ServiceNow and NVIDIA, and the features and availability of its services and offerings; the telco industry rapidly evolving as AI makes its mark on enterprises everywhere are forward-looking statements that are subject to risks and uncertainties that could cause results to be materially different than expectations. Important factors that could cause actual results to differ materially include: global economic conditions; our reliance on third parties to manufacture, assemble, package and test our products; the impact of technological development and competition; development of new products and technologies or enhancements to our existing product and technologies; market acceptance of our products or our partners’ products; design, manufacturing or software defects; changes in consumer preferences or demands; changes in industry standards and interfaces; unexpected loss of performance of our products or technologies when integrated into systems; as well as other factors detailed from time to time in the most recent reports NVIDIA files with the Securities and Exchange Commission, or SEC, including, but not limited to, its annual report on Form 10-K and quarterly reports on Form 10-Q. Copies of reports filed with the SEC are posted on the company’s website and are available from NVIDIA without charge. These forward-looking statements are not guarantees of future performance and speak only as of the date hereof, and, except as required by law, NVIDIA disclaims any obligation to update these forward-looking statements to reflect future events or circumstances.
© 2024 ServiceNow, Inc. and NVIDIA Corporation. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. NVIDIA, the NVIDIA logo, NVIDIA NeMo, and NVIDIA Triton Inference Server are trademarks and/or registered trademarks of NVIDIA Corporation in the U.S. and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. Features, pricing, availability, and specifications are subject to change without notice.
https://nvidianews.nvidia.com/news/servicenow-nvidia-telco-specific-genai-solutions
