Built on the Now Platform, Now Assist for
Telecommunications Service Management leverages NVIDIA AI to help
boost agent productivity, speed time to resolution, and enhance
time to value.
Mobile World Congress: ServiceNow (NYSE: NOW), the
leading digital workflow company making the world work better for
everyone, and NVIDIA (NASDAQ: NVDA) today 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.1
“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. “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, and we’re excited to be at the forefront.”
“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.”
Many features within Now Assist are powered by ServiceNow
fine-tuned large language models, as well as served using NVIDIA
Triton 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.
Partnering for responsible and safe AI
The telco use cases are an extension of ServiceNow and NVIDIA’s
partnership announced in May 2023.
1IDC, 2023 Telecommunications Service Provider Transformation
Plans and Strategies Survey Highlights, Doc # US49352223, May
2023
Additional Information
Find out how generative AI can help cloud service providers
improve business processes, customer experience, and network
management.
Availability
Now Assist for TSM is available today.
About NVIDIA
Since its founding in 1993, NVIDIA (NASDAQ: NVDA) has been a
pioneer in accelerated computing. The company’s invention of the
GPU in 1999 sparked the growth of the PC gaming market, redefined
computer graphics, ignited the era of modern AI and is fueling
industrial digitalization across markets. NVIDIA is now a
full-stack computing infrastructure company with data-center-scale
offerings that are reshaping industry. More information at
https://nvidianews.nvidia.com/.
© 2024 NVIDIA Corporation. All rights reserved. NVIDIA, the
NVIDIA logo, DGX, NVIDIA NeMo, and NVIDIA Triton Inference Server
are trademarks and/or registered trademarks of NVIDIA Corporation
in the U.S. and/or other countries. Other company and product names
may be trademarks of the respective companies with which they are
associated. Features, pricing, availability, and specifications are
subject to change without notice.
About ServiceNow
ServiceNow (NYSE: NOW) makes the world work better for everyone.
Our cloud‑based platform and solutions help digitize and unify
organizations so that they can find smarter, faster, better ways to
make work flow. So employees and customers can be more connected,
more innovative, and more agile. And we can all create the future
we imagine. The world works with ServiceNowTM. For more
information, visit: www.servicenow.com.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
NVIDIA Forward Looking Statements
Certain statements in this press release including, but not
limited to, statements as to: the benefits, impact, performance,
features, and availability of NVIDIA’s products and technologies,
including NVIDIA AI, NVIDIA NeMo, NVIDIA AI Enterprise software
platform, and NVIDIA Triton Inference Server; the benefits and
impact of the expanded partnership between ServiceNow and NVIDIA,
and the features and availability of its services and offerings;
the telco industry rapidly evolving as AI makes its mark on
enterprises everywhere are forward-looking statements that are
subject to risks and uncertainties that could cause results to be
materially different than expectations. Important factors that
could cause actual results to differ materially include: global
economic conditions; our reliance on third parties to manufacture,
assemble, package and test our products; the impact of
technological development and competition; development of new
products and technologies or enhancements to our existing product
and technologies; market acceptance of our products or our
partners' products; design, manufacturing or software defects;
changes in consumer preferences or demands; changes in industry
standards and interfaces; unexpected loss of performance of our
products or technologies when integrated into systems; as well as
other factors detailed from time to time in the most recent reports
NVIDIA files with the Securities and Exchange Commission, or SEC,
including, but not limited to, its annual report on Form 10-K and
quarterly reports on Form 10-Q. Copies of reports filed with the
SEC are posted on the company's website and are available from
NVIDIA without charge. These forward-looking statements are not
guarantees of future performance and speak only as of the date
hereof, and, except as required by law, NVIDIA disclaims any
obligation to update these forward-looking statements to reflect
future events or circumstances.
ServiceNow Forward Looking Statements
This press release contains “forward‑looking statements” about
the expectations, beliefs, plans, and intentions relating to its
partnership with NVIDIA to build telco-specific GenAI solutions.
Such statements include statements regarding future product
capabilities and offerings and expected benefits to ServiceNow.
Forward‑looking statements are subject to known and unknown risks
and uncertainties and are based on potentially inaccurate
assumptions that could cause actual results to differ materially
from those expected or implied by the forward‑looking statements.
If any such risks or uncertainties materialize or if any of the
assumptions prove incorrect, ServiceNow’s results could differ
materially from the results expressed or implied by the
forward‑looking statements made. ServiceNow undertakes no
obligation, and does not intend, to update the forward‑looking
statements. Factors that may cause actual results to differ
materially from those in any forward‑looking statements include:
(i) delays and unexpected difficulties and expenses in executing
the partnership or delivering the product capabilities and
offerings, (ii) changes in the regulatory landscape related to AI
and (iii) uncertainty as to whether sales will justify the
investments in the product capabilities and offerings. Further
information on factors that could affect ServiceNow’s financial and
other results is included in the filings ServiceNow makes with the
Securities and Exchange Commission from time to time.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240225662457/en/
Courtney Johnson ServiceNow Public Relations 925.405.2446
press@servicenow.com
Janette Ciborowski NVIDIA Corporation 734.330.8817
jciborowski@nvidia.com
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