The duo entered into a five-year agreement for ServiceNow to revamp Vodafone’s service management for business clients through its AI-driven platform.
Designed to support Vodafone Business’s fixed and mobile connectivity products, “the company’s aim is for the platform to provide customers a single view of networks and applications to “enable faster 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.”
This jointly developed solution utilizes AI, machine learning, and agentic AI to reduce and control service disruptions. By offering comprehensive data analysis and reporting, they intend to assist users in effectively monitoring their cloud storage and identifying cybersecurity risks, among other functionalities. Additionally, Vodafone has granted ServiceNow an exclusive license for its improved service management (ESM) software code to be incorporated into its Telecom Service Operations Management (TSOM) service assurance solution.
“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,” said Paul Smith, president of field and customer operations at ServiceNow.
“Together, we’re delivering AI-driven solutions that help service providers move faster and stay ahead of customer expectations as they evolve.”
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