Companies forge AI-first future with solution to deliver seamless, proactive support to millions of business customers
Vodafone Business and ServiceNow, the AI platform driving business transformation, have entered into a comprehensive five-year strategic partnership to usher in a new era of AI-enabled service management. This collaboration will empower Vodafone Business to enhance customer service delivery using the advanced AI capabilities of the ServiceNow Platform—streamlining operations, swiftly resolving customer issues, and accelerating digital tool deployment.
This new solution underpins Vodafone Business’s comprehensive suite of fixed and mobile connectivity services as well as its evolving portfolio of digital offerings. Designed to deliver a tailored and responsive customer experience, the platform enables Vodafone to gain a unified view of its customers’ networks and applications—whether at a local site or across regions—ensuring faster, more accurate service responses.
“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,” said Marika Auramo, CEO of Vodafone Business.
Paul Smith, president of Field and Customer Operations at ServiceNow, added: “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.”
Also Read: PolyAI unveils Agent Studio, empowering enterprises with generative AI for customer service excellence
The joint solution integrates Vodafone’s vast telecommunications knowledge with ServiceNow’s specialized Service Assurance offerings, including Telecom Service Management (TSM), Telecom Service Operations Management (TSOM), and Network Inventory Management. Central to this innovation is agentic AI—intelligent, context-aware virtual agents that automate workflows across the service lifecycle.
Vodafone played a pivotal role as a launch collaborator, co-developing a solution that leverages artificial intelligence, machine learning (ML), and agentic AI to proactively predict, minimize, and manage service disruptions. This enables customers to maintain connectivity, manage cloud infrastructure, and identify cybersecurity threats efficiently.
Additionally, Vodafone has contributed its proprietary Enhanced Service Management (ESM) software code, which will be exclusively licensed to ServiceNow for integration into TSOM. This ensures a consistent experience across all customer touchpoints—from digital channels to email and voice support—delivered via Vodafone’s global operations teams.
Key Benefits of the Partnership Include:
-
Superior Customer Engagement: The integration of AI with digital channels ensures that customers are routed to the correct department on the first contact, significantly reducing resolution times. In an early rollout in Ireland, digital engagement rose by 45%, with customer satisfaction improving fourfold.
-
AI-Enhanced Service Monitoring: By harnessing Vodafone’s vast data landscape within the ServiceNow environment, the platform enhances real-time analytics. AI and ML capabilities allow Vodafone to detect and correct service anomalies in minutes rather than hours.
-
Accelerated Innovation: Businesses gain faster access to new tools and services. During the pilot in Ireland, Vodafone successfully transitioned 600 customers and 28 products to the new system within days—a process that previously took several weeks.
With ServiceNow’s AI-first platform, Vodafone Business is poised to transform its customer care and operations—automating routine tasks, reducing case volumes, and enabling support teams to focus on more strategic initiatives. This platform will also serve as a foundation for expanding support to small and medium-sized enterprises (SMEs), giving them access to digital services through a streamlined, self-serve portal.
