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March 10.2025
3 Minutes Read

Unlocking the Power of Agentic AI: ServiceNow's Vision for Telcos

Lineup of agentic AI robots in suits in a corridor.

Introducing the Future: Agentic AI in Telecom

ServiceNow is set to revolutionize the telecommunications landscape with its latest innovation: AI agents specifically tailored for communications service providers (CSPs). These agents, developed alongside Nvidia’s AI enterprise software, are crafted to automate and streamline the numerous complex tasks telcos face daily.

The Role of Agentic AI in Modern Telecommunications

Agentic AI represents a new frontier in artificial intelligence, where systems can make autonomous decisions and take actions with minimal human supervision. For telcos, this means faster resolution of service disruptions and improved customer support experiences. Rohit Batra, ServiceNow’s VP and head of product management for Telecom, Media, and Technology, emphasizes that these agents extend beyond mere chatbots. They can learn, reason, and collaboratively solve problems efficiently.

A Driving Force for Change in the Telecom Sector

The telecom sector has long been burdened with labor-intensive workflows, often leading to delays and inefficiencies. By implementing agentic AI, companies like BT, Verizon, and Bell Canada—the early adopters of ServiceNow’s technology—are looking to transform their operations. According to a report by McKinsey, telecom firms could harness up to $250 billion in value by 2040 through advanced AI practices.

Practical Applications of Agentic AI

The first use cases of ServiceNow’s AI agents include:

  • Service Test and Repair: These agents autonomously analyze network data, diagnose issues, and recommend solutions, coordinating repair actions seamlessly.
  • Network Incident Analysis: Leveraging AI to detect alerts and pinpoint root causes, AI agents can generate resolution playbooks to mitigate disruptions before they materialize.
  • Billing Resolution: By tracking unusual usage patterns and providing real-time charge explanations, these agents can enhance transparency and customer satisfaction.

Shaping the Future of Telecom Operations

ServiceNow and Nvidia's collaborative effort underscores a commitment to enhancing productivity and customer experiences in the telecom sector. The introduction of ready-to-use AI agents equips CSPs with the tools needed to not only keep pace with but also set the standard for industry advancements. As Chris Penrose, Nvidia's VP of business development for telcos, points out, implementing AI acceleration is crucial for transforming operations effectively.

Managing AI Agent Performance for Optimal Results

To mitigate the complexity that can arise from multiple AI agents, ServiceNow has introduced the AI Agent Orchestrator, ensuring synchronicity across all AI functions in an organization. This platform allows specialized AI agents to collaborate across various tasks and systems, targeting specific organizational goals with purposeful intent.

Unveiling Potential Through Agentic AI

As these innovations come to life with the upcoming launch of ServiceNow’s AI agents, the potential for agentic AI in improving telecom operations is significant. By enhancing network operations, automating customer service processes, and reducing response times, these agents poised to reshape how CSPs engage with their users.

As interest grows in the capabilities of agentic AI and its applications, stakeholders in the telecom sector must stay informed on these advancements. Companies that harness this technology may find themselves at a substantial advantage in capturing market share and enhancing customer loyalty in an increasingly competitive landscape.

Ready to explore how AI can transform your business? Learn more about ServiceNow’s revolutionary AI solutions and redefine the way you operate.

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09.17.2025

ChatGPT vs Claude: The Ultimate AI Face-Off for Personal Productivity

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