Vodafone Business has signed a five-year agreement with cloud-based A! specialist ServiceNow for a new AI-driven customer service platform for enterprise clients.
ServiceNow clients include Fortune 500 companies such as Coca-Cola, Siemens.
Vodafone Business will use the platform to introduce intelligent automation, accelerate issue resolution, and drive proactive service management across customer touchpoints.
Machine learning and real-time analytics will detect and resolve network anomalies in minutes instead of hours, reducing service interruptions and enabling faster response times.
The AI technology also streamlines onboarding and service deployment. In early trials, Vodafone Business migrated 600 customers and 28 products in just a few days—a process that previously took weeks.
The platform provides a single, unified view of each customer’s network and services—both locally and internationally.
“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,” said Paul Smith, President of Field and Customer Operations at ServiceNow.
Marika Auramo, CEO of Vodafone Business, who joined Vodafone a year ago, added: “Vodafone and ServiceNow have created a highly-programmable and self-adaptive AI solution. With AI at its core, we can more effectively support customers ranging from large multinationals to local SMEs.”
In Ireland, Vodafone Business reports that the initial rollout delivered a 45 percent increase in digital channel usage and a fourfold increase in customer satisfaction.