ServiceNow and Nvidia have deepened their collaboration to introduce a next-generation AI agent designed to enhance business automation and efficiency across various industries. This collaboration aims to redefine enterprise intelligence by optimizing AI agent deployment, leveraging new evaluation tools, and integrating NVIDIA's Llama Nemotron reasoning models with the ServiceNow platform.

The partnership focuses on agentic AI, where AI agents can autonomously perform tasks and make decisions to optimize workflows. The goal is to provide enterprises with the tools and capabilities needed to confidently deploy and scale AI agents that deliver measurable business value.

Key Components and Features

The collaboration includes several key components and features:

• AI Agent Orchestrator: ServiceNow's AI Agent Orchestrator ensures that teams of AI agents work together harmoniously across tasks, systems, and departments. This orchestration is crucial for managing complex workflows that require coordination between multiple AI agents.
• Evaluation Tools: New evaluation tools enable the fine-tuning of AI agents for greater reliability and effectiveness before deployment. These tools provide visibility into AI agent performance, allowing businesses to optimize their AI deployments for maximum impact.
• NVIDIA Llama Nemotron Models: The integration of NVIDIA Llama Nemotron models brings advanced reasoning capabilities to ServiceNow's AI agents. These models enhance the agents' ability to understand complex workflows and dynamically optimize business processes.
• Apriel Nemotron 15B: ServiceNow and Nvidia have also launched Apriel Nemotron 15B, a new AI reasoning model designed to deliver lower latency and inference costs. This open-source LLM was trained using NVIDIA NeMo, the NVIDIA Llama Nemotron Post-Training Dataset, and ServiceNow's domain-specific data.
• Workflow Data Fabric: ServiceNow's Workflow Data Fabric is integrated with NVIDIA NeMo microservices to accelerate data processing. This integration drives a closed-loop data flywheel process that enhances model accuracy and personalized user experiences.
• AI Control Tower: ServiceNow launched the AI Control Tower, a centralized command center to govern, manage, secure, and realize value from any ServiceNow and third-party AI agent, model, and workflow on a single unified platform.

Benefits and Impact

The collaboration between ServiceNow and NVIDIA offers several benefits and is expected to have a significant impact on various industries:

• Enhanced Productivity: AI agents automate routine tasks, allowing human agents to focus on more complex issues and improve response times.
• Improved Customer Experiences: AI agents provide real-time charge explanations and recommend cost-effective plans, improving billing transparency and reducing customer complaints.
• Simplified Operations: AI-powered automation simplifies network operations and customer service, enabling businesses to improve efficiency and optimize costs.
• Faster Problem Resolution: AI agents analyze network data, diagnose issues, and recommend solutions, leading to faster and more seamless issue resolution.
• Proactive Issue Prevention: AI agents detect network alerts, identify root causes, and resolve service disruptions faster, with AI-generated resolution playbooks helping to predict and prevent future network issues.
• Increased Efficiency: The Apriel Nemotron 15B model delivers advanced reasoning capabilities in a smaller size, making it faster, more efficient, and cost-effective to run on NVIDIA GPU infrastructure.
• Data-Driven Insights: The joint data flywheel architecture integrates ServiceNow Workflow Data Fabric and NVIDIA NeMo microservices, curating and contextualizing enterprise workflow data to refine and optimize reasoning models.

Industry-Specific Applications

ServiceNow and Nvidia are also focusing on developing AI agents for specific industries. For example, they have introduced AI agents for the telecom industry designed to drive productivity across the entire service lifecycle. These agents can autonomously solve common, labor-intensive workflows in customer service and network operations.

Specific use cases in the telecom industry include:

• Service Test and Repair: AI agents analyze network data, diagnose issues, recommend solutions, and coordinate repair actions, including field engineer scheduling.
• Network Incident Analysis: AI agents detect network alerts, identify the root cause, and resolve service disruptions faster.
• Billing Resolution: AI agents autonomously identify unusual usage patterns, provide real-time charge explanations, and recommend more cost-effective plans.

Future Developments

ServiceNow and NVIDIA plan to continue expanding their partnership to fuel a new class of intelligent AI agents across the enterprise. They are committed to designing innovations that ensure LLMs and the experiences they power are intelligent, measurable, secure, and ready for real-world deployment. The collaboration also includes a joint data flywheel architecture that will integrate ServiceNow Workflow Data Fabric and select NVIDIA NeMo microservices to support ongoing model innovation and AI agent performance.