ServiceNow is doubling down on AI and generative AI with the acquisition of Artinet’s NetACE network automation technology as well as forming a tighter partnership with AI superstar Nvidia with the launch of a new solution together.
The bold moves by ServiceNow will accelerate its AI strategy with a specific focus on boosting sales and customer stickiness in the telecommunications market.
“GenAI is a game‑changer for telcos looking to boost productivity, improve customer experiences, and drive cost savings with its ability to learn and improve with each use,” said ServiceNow’s Rohit Batra, general manager and vice president for telecom, media and tech, in a statement. “Together, ServiceNow and Nvidia will help telcos realize unprecedented business value and impact, fast.”
[Related: ServiceNow CEO: GenAI A ‘Once-In-A-Generation Secular Trend’]
Additionally, the Santa Clara, Calif.-based provider of process automation software Silicon is buying Artinet’s NetACE network management and automation portfolio. Once integrated with the ServiceNow platform, Artinet’s NetACE technology will enable end-to-end network lifecycle management for telcos on a single “AI-first digital workflow platform,” said Batra.ADVERTISEMENT
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ServiceNow CEO Bill McDermott On AI Future
Last month, ServiceNow CEO Bill McDermott said GenAI and artificial intelligence will only continue tto grow in significance in the future.
“ There’s a real appetite to invest in GenAI. And there’s no price sensitivity around it because the business cases are so unbelievable. I mean, if you’re improving productivity 40 percent, 50 percent, it just sells itself,” said McDermott in January during the company’s quarterly financial conference call. “We’re at a really, really good place. The GenAI investments are coming. We’re actually getting orders because we have great product.”
ServiceNow has been investing, innovating, and preparing for this AI wave for years, and has a long track record of commercializing breakthrough technologies, McDermott said.
“We are in fact in a new era of business transformation powered by AI,” the ServiceNow CEO said. “This is unlocking massive opportunity in the enterprise software industry. And ServiceNow is extremely well positioned not only to lead this movement, but to define it.”
ServiceNow Launches New Nvidia Product
On Monday, ServiceNow said it is partnering with Nivida to launch generative AI solutions for telcos, including Now Assist for Telecommunications Service Management (TSM).
The company said TSM will help telcos boost agent productivity, speed time to resolution, and enhance customer experiences.
Many features within Now Assist are powered by ServiceNow fine‑tuned large language models, as well as served using Nivida Triton Inference Service and customized with Nvidia NeMo.
ServiceNow touted a new customer use case with TSM for fiber infrastructure company Segra. Segra selected ServiceNow to launch its new SegraOne for Case and Incident Management. The solution will use ServiceNow Telecom Service Management to simplify everyday work and transform customer service and employee experiences by helping them resolve issues faster with AI‑driven resolutions, increase transparency, and optimize omnichannel self‑service, according to the company.
ServiceNow Acquires Atrinet NetACE
With the addition of Atrinet’s NetACE network discovery and activation capabilities to its Now platform, ServiceNow will address telecommunications companies’ top challenges by delivering stronger connectivity for telcos’ workflows and greater alignment across their networks—from initial sales to activating and assuring a service.
Atrinet is an Israel-based company founded in 2013.
Overall, via the NetACE acquisition, ServiceNow said it’s enabling telcos to manage essential network processes including discovery, activation, field service, incident management, and initiating workflows – all from a single platform.
“The power of ServiceNow is its ability to connect the entire telecommunications stack on a single platform,” said ServiceNow’s Batra. “By adding Atrinet’s discovery and activation capabilities into our Telecom industry products, we’re helping service providers manage the entire network lifecycle – driving productivity up and costs down.”
In conjunction with the sale of NetACE to ServiceNow, Atrinet has become a certified ServiceNow Consulting and Implementation Partner.
“Atrinet’s mission to provide innovative operations and network automation solutions to the telco industry complements ServiceNow’s intelligent platform and commitment to driving business transformation for customers,” said Atrinet CEO Efi Levi in a statement.
Financial terms of the deal were not disclosed. ServiceNow expects to close the deal in the second quarter of 2024.