Vodafone Business and ServiceNow have announced a five year strategic collaboration to provide AI powered service management.
The solution is designed to improve the service experience for millions of business customers with AI capabilities on the ServiceNow Platform that enable Vodafone Business to resolve queries, detect and fix service anomalies, and deploy tools faster.
The solution supports Vodafone Business’s portfolio of fixed and mobile connectivity products, along with new digital services, offering business customers globally a personalised experience. It will give Vodafone Business a single view of customers’ networks and applications, both at a local level and across multiple countries and regions, enabling fast and more accurate responses to service requests and issues.
Marika Auramo, CEO of Vodafone Business, said, “Vodafone and ServiceNow have created a highly programmable and self adaptive AI solution befitting of the digital age. With AI at its core, we can more easily and effectively support customers with their connectivity needs and digital journeys from large multi national customers to smaller companies, globally or locally.”
Paul Smith, president of field and customer operations at ServiceNow, said, “This collaboration brings together the power of ServiceNow’s AI platform with Vodafone’s deep telecom expertise to give businesses a more proactive, end to end view of their services. Together, we’re delivering AI driven solutions that help service providers move faster and stay ahead of customer expectations as they evolve.”
The collaboration combines Vodafone’s expertise in managing complex networks with ServiceNow’s Service Assurance solutions for telecoms, including Telecom Service Management, Telecom Service Operations Management (TSOM), and Network Inventory Management. This is sped up through the use of agentic AI, with ServiceNow’s telecom industry AI agents executing intelligent, context aware actions that work across the service lifecycle.
Vodafone Business supported on the development of the solution, which uses AI, machine learning and agentic AI to help predict, minimise and manage service interruptions. With fast data analysis and reporting, customers can stay connected, monitor their cloud storage and detect cybersecurity threats, among other features.
In addition, Vodafone’s enhanced service management software code will be licenced to ServiceNow for integration into TSOM. This helps ensure a uniform experience across all Vodafone Business customer touchpoints, including online, email and telephone interactions, delivered through Vodafone operations teams.
Supported by the AI first ServiceNow Platform, Vodafone Business customer care and operations employees can automate and replace costly and repetitive tasks, reduce the volume of cases and free up valuable agent time. Vodafone Business will also use the platform to support small and medium sized enterprises with the adoption of new digital services via a single self serve managed portal.