Highlights:

  • As a feature of ServiceNow and Nvidia’s AI solution for telecom, Now Assist for TSM offers chat summarization and agent assist functionalities, poised to enhance productivity and contribute to call deflection.
  • ServiceNow and Nvidia emphasized that Now Assist for TSM marks the initial release among several telco-specific generative AI applications planned for later this year.

Recently, ServiceNow Inc., a leading provider of workflow management software, announced its expansion of collaboration with Nvidia Corp. The companies are joining forces to introduce a comprehensive suite of cutting-edge generative artificial intelligence tools. These tools, part of ServiceNow and Nvidia’s AI solution for telecom, are specifically tailored to enhance service experiences for telecommunications providers.

The launch currently includes a tool named Now Assist for Telecommunications Service Management. This tool is constructed on ServiceNow’s Now Platform and leverages Nvidia’s AI software and hardware. It aims to boost the efficiency of customer service agents, accelerate issue resolution times, and elevate overall customer experiences.

The company has been actively driving the integration of new generative AI capabilities throughout its product lineup, striving to ensure that customers can leverage significant advancements in these technologies to their fullest extent. Most of these initiatives have focused on the Now Assist family of AI agents. These agents are seamlessly integrated into the company’s IT Service Management, Customer Services Management, Human Resources Services Delivery, and Workflow Creator modules. They are meticulously optimized to uphold the highest accuracy and data privacy standards.

The latest addition to the Now Assist family is Now Assist for TSM, specifically engineered to assist telecommunication companies in swiftly embracing generative AI for pivotal business scenarios like customer care and service assurance, as highlighted by the company.

During its presentation, the company elaborated on the considerable pressure faced by customer service agents in the telecommunications sector, underscoring the importance of innovative solutions offered through ServiceNow and Nvidia’s AI solution for telecom. These agents are consistently tasked with delivering prompt and precise support whenever customers demand it. According to the company, generative AI emerges as the optimal technology to aid agents in meeting these demands.

As a feature of ServiceNow and Nvidia’s AI solution for telecom, Now Assist for TSM offers chat summarization and agent assist functionalities, poised to enhance productivity and contribute to call deflection.

For instance, Now Assist for TSM can swiftly summarize case activity, capture notes from every customer interaction, and guide agents on the most appropriate course of action. This capability enables agents to expedite the resolution of customer issues, thereby freeing time to address more intricate queries that necessitate personalized attention.

Regarding service assurance, ServiceNow stated that Now Assist for TSM furnishes service assurance teams, stakeholders, and customers with a streamlined and precise comprehension of incidents. For example, common issues like fiber cuts can pose significant challenges for telecommunications companies to address, resulting in substantial financial implications.

This is because teams encounter many challenges when responding to such incidents, including managing technical data and the risk of misinterpretation from the specialized terminology and acronyms involved. The company emphasized that generative AI could assist in deciphering technical jargon and distilling complex information into clear and concise summaries. Consequently, this support enables teams to resolve issues significantly faster than previous methods allowed.

ServiceNow anticipates significant interest from telecommunications companies in its new offering, citing a recent survey by the International Data Corporation (IDC) indicating that 73% prioritize using AI and machine learning to automate customer support operations.

Rohit Batra, ServiceNow’s General Manager and Vice President for telecom, media, and tech, highlighted the transformative potential of generative AI for telecommunications companies. He emphasized its ability to significantly elevate productivity, achieve cost savings, and enhance customer experiences. He stated, “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.”

ServiceNow clarified that Now Assist for TSM operates on its proprietary large language models, meticulously fine-tuned to cater to telco use cases.These models are deployed via a Triton Inference Server and customized utilizing Nvidia’s NeMo framework. Since the announcement of the partnership with Nvidia a year ago, telecommunications development has been one of their primary focuses in the pursuit of generative AI technology advancement.

The companies emphasized that Now Assist for TSM marks the initial release among several telco-specific generative AI applications planned for later this year. This rollout is part of a dedicated endeavor to address some of the telecommunication industry’s most significant productivity hurdles.

“The telco industry is rapidly evolving as AI makes its mark on enterprises everywhere,” stated Chris Penrose, head of business development for telco at Nvidia worldwide. “Our partnership with ServiceNow will help telcos leverage generative AI to tackle unique challenges and build better, stronger, and more efficient experiences.”