Imagine a service environment where issues are predicted before they occur, tickets sort themselves, and common problems are fixed automatically, all without human effort. That’s the new reality unlocked by Agentic AI on ServiceNow, and it’s rapidly reshaping how Telcos deliver customer and employee support.
For a long time, Telco MSPs have been stuck dealing with too many tickets, slow responses, outdated systems, and overworked support teams. But things are starting to change. With the help of smart automation, many providers are now speeding up their services, keeping customers happier, and managing their operations much more smoothly than ever before.
One such transformation began when a leading MSP in the Telco and Cybersecurity space realized its operations were reaching a breaking point. As the customer base expanded, support centers faced heavier inquiry volumes, slower response times, and growing dissatisfaction. Teams were stretched thin, and outdated tools created bottlenecks everywhere. The company knew that without modernization, customer retention and service reputation would be at risk.
This inflection point led the MSP to engage Gadgeon to modernize its IT operations through ServiceNow enhanced with Agentic AI, a combination that fundamentally transformed how service was delivered.
The transformation began by consolidating fragmented processes into a single, modern service platform.
A unified customer portal provided real-time case visibility, automated status updates, and guided troubleshooting. This alone reduced repetitive inbound queries and contributed to a 40% drop in complaints.
Internally, email-based issue handling was replaced with a structured IT helpdesk built on SLA-driven workflows. AI-assisted categorization and routing accelerated ticket handling, leading to a 30–35% improvement in resolution times.
To eliminate inconsistency, standardized workflows were introduced across all support channels. Every issue followed a predictable, automated path, improving service consistency by 25%.
These improvements didn’t just optimize workflows; they changed the operational rhythm of the MSP entirely.
Behind it all, ServiceNow's agentic AI was the game-changer. No basic scripts or rigid rules here. These were smart digital workers that understood the situation, made decisions on their own, fixed issues automatically, and kept getting better over time.
Together, these capabilities created a self-driving service layer that continually reduced manual intervention, improved accuracy, and elevated service speed across the organization.
Technology alone doesn’t deliver transformation. Gadgeon supported the MSP with structured communication, training, and change-management practices to ease adoption. This helped teams gain confidence in the new tools and understand how AI could support, not replace, their work.
Within months, measurable improvements validated the transformation:
The MSP’s shift from manual, reactive operations to autonomous, AI-supported service delivery marked a major turning point both operationally and strategically.
Let’s look at how ServiceNow’s CSM, ITSM, and Agentic AI completely reshaped the MSP’s operations from slow, manual processes to a fast, automated, self-driving service model.
Legacy tools simply can’t keep up with the rising complexity of Telco operations or the speed at which customers expect resolution. As service demands ramp up and networks get more complex, telcos that jump on agentic AI early will pull ahead with quicker operations, fewer customer gripes, and more reliable results.
But success isn’t just about knowing the technology; it’s about having the right partner who helps turn that knowledge into real results. A partner who understands Telco workflows, knows how to optimize ServiceNow, and can guide teams through real operational change makes all the difference in achieving measurable impact.
Have any questions or want to explore how this can work for your organization?
Reach out at athira.sudarsanan@gadgeon.com.
1. What is Agentic AI in ServiceNow, and why is it becoming a must-have for Telcos?
Agentic AI in ServiceNow enables systems to understand tasks, make decisions, and act autonomously, such as automating ticket resolution, predicting issues, and executing multi-step operations without human intervention. For Telcos facing rising network complexity, this delivers faster resolution and greater reliability. Momentum's building fast. Mordor Intelligence pegs the Agentic AI market in telco and network management at $3.75 billion for 2025, with a 24.2% CAGR through 2030, making adoption a competitive necessity. (Source: Mordor Intelligence Analysis Report).
2. Can Agentic AI really resolve issues without human involvement?
Yes. Using autonomous agents, predictive analytics, and automated workflows, ServiceNow can resolve common incidents, perform diagnostics, trigger maintenance scripts, and even prevent outages before users notice a problem. Humans remain in control, but AI handles the repetitive, high-volume tasks.
3. Why do Telcos need a partner like Gadgeon for this type of transformation?
Agentic AI and ServiceNow require a deep understanding of processes, strong technical expertise, and careful change management. Gadgeon brings real-world experience in Telco workflows, platform implementation, and AI-driven automation, helping organizations adopt the technology smoothly, minimize disruption, and achieve measurable improvements faster.
