ServiceNow and NVIDIA announced that they are broadening their relationship 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 help boost agent productivity, speed time to resolution, and enhance customer experiences. As telcos look to reduce costs and uncover new business opportunities, they're 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. Many features within Now Assist are powered by ServiceNow fine-tuned large language models, as well as served using NVIDIATriton 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 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 help 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 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 helps decipher technical jargon, distill complex information into clear, concise summaries designed to speed time to resolution, drive cost savings, and improve customer experiences. 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.