ServiceNow has made two significant announcements to bolster its offerings for customers in telecoms and manufacturing.
For the former, the enterprise tech giant has unveiled several industry-specific AI agents that aim to drive productivity across the service lifecycle. These stem from its ongoing collaboration with NVIDIA.
Meanwhile, ServiceNow acquired the Quality 360 solution from Advania last week to bolster its Manufacturing Commercial Operations (MCO) product with new quality management capabilities.
Both moves underline ServiceNow’s intent to push forward its industry innovation, help businesses overcome sector-specific challenges, and – ultimately – simplify enterprise operations.
That’s crucial, as some consider ServiceNow’s offerings complex – despite its strong customer retention rates.
By delivering more pre-configured innovations and flows for specific industries, ServiceNow can improve time to value and challenge these assumptions.
Additionally, industry-specific innovation will help ServiceNow position itself as the "platform of platforms".
After all, customers shouldn’t view ServiceNow as a traditional suite of tools for individual departments. Instead, it has a vision to connect the enterprise.
"Our focus extends beyond platform solutions to deeper, industry-specific capabilities," wrote Amit Zavery, President, Chief Product Officer, & Chief Operating Officer at ServiceNow, in a recent blog.
In the near term, you can expect to see us amplify our efforts in the front office and partner with customers to enable each focus industry to meet its unique needs more effectively.
With this industry focus, ServiceNow supports more sector-specific flows that cross functions, helping businesses automate more of the enterprise.
Consider other announcements from earlier this year, too, including its bid to hire 3,000 employees before the close of 2025.
This recruitment effort isn’t just about selling more solutions; it’s also about implementing them.
That’s critical, as with its deep platform, businesses need skilled experts to help them integrate these solutions and workflows effectively.
So far, giving companies AI tools without proper support has not worked so well for everyone.
With industry-specific innovations and heightened support, ServiceNow may execute on its "platform of platforms" vision.
More on the New AI Agents for Telcos
ServiceNow’s release of several telco-specific AI agents came at MWC. These agents collaborate to automate common workflows that run across customer service and network operations.
The tech juggernaut gave several examples here. "Issue resolution" is one, with its AI agents scouring network data, diagnosing faults, and proactively recommending solutions.
Interestingly, ServiceNow’s AI agents may also help coordinate some of the repair actions, such as scheduling a field service engineer.
Another example is "billing resolution". Here, the AI agents detect unusual usage patterns on the network, give real-time explanations, and send proactive notifications to customers, recommending more cost-effective plans.
According to ServiceNow, this increases transparency, reduces unexpected charges, and – ultimately – lowers billing complaints.
