NVIDIA and ServiceNow have expanded their collaboration by introducing telco-specific generative AI solutions to enhance service experiences. 

The initial offering, Now Assist for Telecommunications Service Management (TSM), is built on the latter’s Now Platform and leverages the former’s AI offerings to increase agent productivity, expedite issue resolution, and improve customer interactions. 

The collaboration between ServiceNow and NVIDIA, building on the partnership announced in May 2023,  aims to provide rapid and unprecedented business value, marking the beginning of a large-scale transformation for the industry. The companies plan to develop additional telco-specific generative AI use cases based on customer needs. 

Now Assist, powered by ServiceNow’s fine-tuned language models and NVIDIA’s Triton Inference Server and NeMo, addresses specific telco use cases. These include generative AI-driven chat summarisation and agent assist capabilities for customer care, improving agent productivity and enhancing overall customer experiences. For service assurance, generative AI helps streamline the understanding of incidents, such as fiber cuts, by deciphering technical jargon and distilling complex information for faster issue resolution, cost savings, and improved customer experiences.

“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. 

“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.”

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