NVIDIA and digital workflow company ServiceNow have announced an expansion of their existing partnership with the introduction of telco-specific GenAI.

ServiceNow's new Now Assist for Telecommunications Service Management (TSM) service, built on its Now Platform, uses NVIDIA AI to “boost agent productivity, speed time to resolution, and enhance customer experiences”.

To enable better customer experiences, the companies said that the new GenAI tool can summarise case activity, work notes, and customer interactions, and guide agents with next best actions to help them serve customers quickly and allow them to focus on complex queries that require more personalised attention.

For service assurance teams, they explained that GenAI would help in provide stakeholders and customers with an accurate, rapid understanding of any incidents that occur, leading to faster reconciliation.

“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.”

BT, which is already partnering with ServiceNow to consolidate its legacy service management systems into a single system, is also exploring using the new GenAI tool.

. “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 realise unprecedented business value and impact, fast.”

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