Vodafone Business is collaborating with ServiceNow to build an AI-powered service management solution that will boost the service experience for business customers using the ServiceNow Platform.
The five-year partnership will allow Vodafone to resolve queries, discover and fix service anomalies and deploy tools faster using a solution that supports the company’s business portfolio of fixed and mobile connectivity products, as well as new digital services.
It will give Vodafone Business with a single view of customers’ networks and applications, both locally and across different countries and regions, allowing for faster and more accurate responses to service requests and concerns.
Paul Smith, President of Field and Customer Operations at ServiceNow (pictured) said: “This collaboration combines ServiceNow’s AI platform with Vodafone’s telecom expertise to give businesses a more proactive, end-to-end view of their services.”
The partnership combines Vodafone’s expertise in managing complex networks with ServiceNow’s Service Assurance solutions for telecoms, including Telecom Service Management (TSM), Telecom Service Operations Management (TSOM), and Network Inventory Management.
The solution uses AI, machine learning (ML) and agentic AI to help predict, minimise, and manage service interruptions.
Key benefits of this collaboration include enhanced customer experience thanks to integrated digital channel and AI capabilities meaning quicker resolution of business customers’ queries; AI driven monitoring, using Vodafone’s database to work with the ServiceNow Platform, enhancing data analytics capabilities; and accelerated time to market using easily accessible support tools.
Image shows: Paul Smith, President of Field and Customer Operations at ServiceNow