March 02, 2026
ServiceNow AI Platform Powers Faster Customer Roaming Resolutions
A new collaboration between ServiceNow, NTT DOCOMO and StarHub aims to solve one of the most frustrating problems travellers face: losing mobile service abroad. Built on the ServiceNow AI Platform, the joint initiative introduces an autonomous roaming resolution designed to help carriers identify and fix connectivity problems faster while delivering more reliable service worldwide.
A long-standing CX challenge
When a traveller loses mobile service overseas, the issue rarely sits with just one network. Multiple carriers must work together to identify and resolve the problem. Without shared operational standards, each operator currently uses separate intake channels such as web forms, email or portals. This slows reporting, delays coordination and can leave customers without service when they need it most, thus negatively impacting experiences.
According to a joint announcement by ServiceNow and its partners, this fragmentation also creates business risks. Operators face lost revenue, reduced trust and competitive disadvantage where seamless connectivity is expected by customers.
The new initiative tackles this by creating the industry’s first inter-carrier operational model on the ServiceNow AI Platform. It uses shared data, AI and automated workflows to coordinate roaming fault resolution in real-time. When an issue occurs, the system identifies what happened, which network is affected, where the problem began and what actions are already underway.
The aim, it says, is simply to achieve better mobile signal for travellers, smoother coordination between network providers, and a system that can be used worldwide. The technology is currently being tested, with plans to launch it commercially in the second half of the year.
Rohit Batra, General Manager and Vice President of Industry Products at ServiceNow, described the initiative as major step forward for issue resolution timings: “Our partnership with DOCOMO and StarHub represents a bold step toward a future where telecom operations are predictive, proactive, and seamlessly integrated. With ServiceNow CRM and the unique capabilities of the ServiceNow AI Platform, fault tickets flow automatically, recovery happens in real-time, and operations that used to take hours now take minutes.”
A broader AI strategy
This latest partnership is part of ServiceNow’s shift towards providing AI solutions that can manage and enhance processes with minimal human oversight. Most recently, for example, the Platform-as-a-Service provider introduced an autonomous workforce featuring an AI Customer Service Specialist, designed to perform defined service roles from start to finish. This effectively promotes AI from being a task-specific technology to the level of co-worker.
The company is also expanding the intelligence behind these systems. New enterprise capabilities powered by OpenAI models are expected to strengthen decision making, automation and predictive insight across workflows. This allows AI to interpret complex situations and coordinate responses more effectively across different service environments.
At the end of September last year, ServiceNow launched AI Experience, a multimodal interface designed to bring artificial intelligence directly into the flow of everyday work. For organisations burdened by years of siloed applications and fragmented AI tools, AI Experience provides a unified interface that brings disconnected systems together.
ServiceNow is evidently positioning AI not simply as a support function, but as an operational foundation that can connect systems, organisations and customer journeys in real-time.
