Vodafone has embarked on an exciting journey to automate and upgrade its customer service operations by partnering with ServiceNow. This collaboration marks a significant step towards enhancing support for corporate clients.
A Five-Year Commitment
The two companies have signed a five-year deal to completely overhaul Vodafone's service management for business customers using ServiceNow’s AI-powered platform. This initiative is designed to support Vodafone Business’s fixed and mobile connectivity products, aiming to provide customers with a single view of networks and applications. This feature is set to enable faster and more accurate responses to service requests and issues.
Insights from Leadership
Marika Auramo, CEO of Vodafone Business, emphasized the innovative nature of this collaboration, stating, “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.”
Leveraging Advanced Technologies
The co-developed offering utilizes AI, machine learning, and agentic AI to minimize and manage service interruptions. Additionally, it provides customers with detailed data analysis and reporting, allowing them to better monitor their cloud storage and detect cybersecurity threats among other features.
Exclusive Licensing and Integration
Beyond the overhaul, Vodafone has exclusively licensed its enhanced service management (ESM) software code to ServiceNow for integration into its Telecom Service Operations Management (TSOM) service assurance solution. Paul Smith, president of field and customer operations at ServiceNow, highlighted the power of this collaboration, stating, “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.” He added, “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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