Are Telecom Giants Betting Big on AI Agents?

Last week, as ServiceNow partners, the Inclusion Cloud EMEA team was at MWC 2025 in Barcelona. Unfortunately, I couldn’t join them (work kept me here in Dallas), but after years in the telecom industry, I couldn’t resist following the action.

At the event, ServiceNow unveiled AI agents specifically designed for telecom, built to enhance productivity throughout the service lifecycle.

How Can AI Agents Transform Telecommunications?

One thing is clear: this industry can’t afford disruption—but it must evolve. AI agents represent a big leap forward, bringing automation, efficiency, and reliability where they’re needed most.

These AI agents leverage NVIDIA AI Enterprise software and ServiceNow’s platform to tackle labor-intensive workflows in customer service and network operations. The goal? A full-stack AI solution designed to boost productivity across the service lifecycle. But how does it actually work?

1. Say goodbye to network downtime

AI agents can automate network monitoring, detect issues, and troubleshoot problems in real time. They diagnose network failures, generate resolution playbooks, and even coordinate repair actions—like scheduling field engineers—before major disruptions occur.

2. Smarter customer service

These AI agents also take over routine customer service tasks, allowing human agents to focus on complex cases.

For example, in billing resolution, AI agents can:

• Spot unusual usage patterns
• Provide real-time charge explanations
• Recommend cost-effective plans

This means fewer billing complaints and reduced call center volume.

3. AI knows where to cut

AI agents analyze massive amounts of data to predict potential failures and optimize network resources.

For instance, they can monitor sensor data from cell towers to detect early signs of hardware failure—like power supply issues or antenna degradation—before they cause an outage. This enables preventive maintenance, saving both time and money.

4. One platform to manage it all

ServiceNow’s AI Agent Orchestrator acts as the command center for AI agents, ensuring they work together across tasks, systems, and teams. Meanwhile, Workflow Data Fabric integrates structured and unstructured data, allowing AI agents to make smarter, context-aware decisions.

“AI continues to be the key driver of business transformation in telecom, and ServiceNow, working with NVIDIA, is playing a pivotal role in this shift. The launch of new AI agents developed specifically for the telecom industry demonstrates our continued commitment to building solutions that help solve the biggest challenges facing business leaders.” — Rohit Batra, General Manager & VP, Manufacturing, Telecommunications, Media, and Technology at ServiceNow

As early adopters and ServiceNow partners, we’re excited about what’s next. We’ve worked closely with telecom companies, and I believe these AI agents are setting a new industry standard. I can’t wait to see how they evolve in real-world use cases.

What’s Your Take?

Not everyone in the industry sees AI adoption the same way. What’s your perspective?

• How do you think AI agents will impact telecom?
• What challenges do you see in adoption?

Drop a comment or DM me if you’d like to chat about AI in telecom!

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