- NTT Docomo and StarHub tapped ServiceNow’s CRM to establish an inter-carrier model for autonomous resolution of roaming issues
- ServiceNow has deployed telco AI agents “in the double digits”
- New ServiceNow research shows telco service reps spend only 44% of their time resolving customer issues as they juggle disconnected systems
ServiceNow is focused on helping telcos automate BSS/OSS workflows, and that now includes resolving issues for inter-carrier roaming.
Japanese mobile operator NTT Docomo and Singapore-based StarHub are leveraging ServiceNow’s Autonomous CRM for what the company says is the industry’s first inter-carrier operational model for autonomous roaming resolution.
Traditionally, carriers have had to log roaming issues into separate systems and coordinate with each other via email or portals, said Romit Ghose, ServiceNow head of product for Telecom & Media.
That process was so “heavily dependent” on how efficient the manual handoffs were between carriers that the customer typically moved on before the issue got resolved.
Both NTT Docomo and Starhub already use ServiceNow for network operations, so ServiceNow is enabling them to “exchange issues” as a mobile subscriber reports them, said Ghose. For example, if an NTT Docomo subscriber travels to Singapore and experiences issues with their carrier, it’s “really easy” for the operators to share that information with each other.
“We plan to bring this kind of exchange ecosystem to carriers globally,” he said.
ServiceNow has grown beyond its roots as an IT service management platform to focus on agentic AI and automating end-to-end enterprise workflows. The company last year partnered with Nvidia to launch AI agents tailored for communications service providers (CSPs).
Since that announcement, ServiceNow has deployed AI agents “in the double digits” for telcos, said Ghose. He described ServiceNow’s agentic system as a customer service rep’s “network literate or network aware companion” that can solve issues directly in the contact center rather than send them off to the network operations center (NOC).
While ServiceNow’s platform doesn’t offer billing as a core function, Ghose said the company’s ability to gather data from external sources, through features such as ServiceNow’s Data Fabric and Zero Copy Connectors, can help telcos resolve billing disputes that make up “over 70%” of customer service calls.
Call center reps and AI agents can take questions and “resolve them upfront, either as self-service or agent-assisted, even without having billing as a core function in ServiceNow,” he said.
But telcos still have a way to go before their automation efforts make a noticeable impact on customer experience. According to new ServiceNow CX research, service reps spend only 44% of their time on actual customer issues because they juggle 3-5 disconnected systems to resolve a single problem.
At Mobile World Congress 2026 in Barcelona, ServiceNow will talk about how many of its telecom customers are shifting away from siloed, legacy CRM systems. Other major ServiceNow operator customers include Bell Canada, BT and Orange Business.
Ghose indicated NTT Docomo/StarHub is only the first of many more partnerships to come. “ServiceNow is not just a platform in isolation, but it’s emerging as this fabric that is enabling an ecosystem of telcos to work together,” he concluded.
Read all of our coverage from Mobile World Congress 2026 in Barcelona here.