BARCELONA, Spain – Feb. 27, 2024 – At the Mobile World Congress, ServiceNow (NYSE: NOW) and NVIDIA (NASDAQ: NVDA) have announced an expansion of their partnership, introducing tailored generative AI solutions designed to enhance service experiences in the telecommunications sector.
The primary offering, Now Assist for Telecommunications Service Management (TSM), is built on the Now Platform and harnesses the power of NVIDIA AI to bolster agent efficiency, expedite issue resolution, and enrich customer interactions. With telecom companies increasingly focused on cost reduction and exploring new revenue streams, AI and automation have emerged as key strategies. According to a survey by IDC, 73% of global telecom service providers have identified AI/ML investments for operational support as their primary transformation objective.
Rohit Batra, general manager and vice president for telecom, media, and tech at ServiceNow, emphasized the transformative potential of GenAI for telcos, highlighting its capacity to learn and evolve over time to drive productivity, enhance customer satisfaction, and deliver cost savings. He underscored the joint effort of ServiceNow and NVIDIA to accelerate business impact within the industry.
Chris Penrose, global head of business development for telco at NVIDIA, echoed this sentiment, noting the significant role AI plays in reshaping the telecom landscape. He emphasized the partnership’s aim to empower telcos with GenAI solutions tailored to their specific challenges, fostering efficiency and resilience.
Now Assist incorporates advanced features powered by ServiceNow’s sophisticated language models and leverages NVIDIA Triton Inference Server™ and NVIDIA NeMo™ for efficient deployment and customization of AI applications. These capabilities enable a range of use cases essential for telco operations, including:
Customer Care: GenAI enhances customer service operations by providing agents with summarized chat interactions and guiding them with next best actions, leading to quicker query resolution and improved customer experiences. Service Assurance: GenAI facilitates rapid incident comprehension for service assurance teams, stakeholders, and customers. By distilling complex technical information into clear summaries, it accelerates incident resolution, reduces costs, and enhances customer satisfaction. ServiceNow and NVIDIA are committed to expanding their portfolio of telco-specific GenAI solutions, addressing the industry’s evolving needs and driving transformative change globally.