Regulation in telecom is nothing new, but a growing number of markets are tightening customer service requirements for communications providers to improve the consumer experience. In December 2025, Spain introduced mandatory customer service standards for telecom operators, requiring that 95% of customer calls be answered within three minutes and that complaints be resolved within 15 days, or within five days for cases involving improper charges. Companies that fail to comply can face fines of up to €100,000.
France has introduced similar measures, requiring complaint responses within 30 days. In the UK, telecom providers are expected to resolve complaints within 15 working days and offer free or standard-rate support lines under the oversight of Ofcom, the country’s independent communications regulator. Germany has taken an even stricter approach, with operators required to acknowledge or respond to complaints within 24 hours.
Traditional Telecom Operations Are Struggling to Keep Up
Improving customer service is not just about meeting regulatory obligations. It also makes strong business sense. Poor customer experiences drive churn, and acquiring new customers is often far more expensive than retaining existing ones. Current consumer sentiment data suggests that as many as 77% of consumers feel little loyalty to their providers, while annual churn across telecom averages around 22%, according to Deloitte.
The regulations reflect a broader industry reality: customer service can no longer operate in isolation. Traditionally, customer care teams, network operations center (NOC) teams, and IT teams work in silos, responding only after problems have already impacted subscribers. The result is often a slow, reactive process in which identifying the root cause takes as long as resolving the issue itself, driving up mean time to resolution.
Bridging Network Operations and Customer Care with AI
RADCOM’s partnership with ServiceNow is designed to change that by helping operators move toward a unified service assurance and service management framework. This connects real-time network intelligence with customer care workflows to accelerate resolution and improve outcomes.
By using AI and machine learning, the integration transforms traditional customer care into autonomous customer experience management. Through AI-powered multi-agent orchestration, it unifies network, care, and billing domains to automatically detect and resolve telecom service issues in real time. This enables faster problem resolution, improved customer satisfaction, and lower operational costs.
How AI-Powered Ticket Prioritization Works in Practice
Here’s how this partnership translates into day-to-day operations. RADCOM’s ACE solution integrates with ServiceNow’s Telecommunications Service Management (TSM) and Now Assist workflows to intelligently process network-related tickets and prioritize subscriber complaints based on real customer-impact scores. When customers report voice or service quality issues through phone or chat channels, ServiceNow can automatically trigger AI-driven workflows that gather interaction context, retrieve subscriber experience profiles from RADCOM, and initiate the right remediation path.
By combining customer interaction data with live network and service performance metrics, operators can rapidly uncover the root cause of issues as complaints arise. RADCOM delivers actionable insights, even in encrypted traffic, that help service teams resolve problems faster and with greater accuracy. ServiceNow, meanwhile, streamlines ticket creation, duplicate detection, and case management. Instead of relying on manual handoffs between care, operations, and engineering teams, everyone works from a shared real-time view of the customer experience, accelerating decisions, improving workflows, and reducing churn risk.
For example, RADCOM Network Case Validation and Verification is one of the RADCOM connectors available on the ServiceNow Store. It automates, accelerates, and streamlines the workflows that network engineering teams handle for network-assigned tickets and cases. The solution automates the full verification process, including root cause analysis and case conclusion, and automatically updates the case description and status once verification is complete. Complaints are prioritized, and corrective actions are ranked by case volume, ensuring engineering effort is focused where it will have the greatest impact on subscriber experience.
Another example is the RADCOM Network Anomaly Monitor, which ensures SLAs are met. This connector brings proactive assurance into daily operations by linking RADCOM’s AI-powered anomaly detection with Telecommunications Service Operations Management (TSOM). As RADCOM continuously monitors network, service, and subscriber KPIs in near real time, detected anomalies can automatically generate ServiceNow cases and trigger remediation workflows before customers are impacted. This enables operators to move from reactive troubleshooting to predictive operations, reducing complaints, easing call center pressure, and maintaining stronger network performance through earlier intervention.
The Next Step in Autonomous Networks
The partnership helps bridge the long-standing gap between customer care and network operations, reducing average handling times and delivering engineering efficiency gains of up to 30%. Together, we are closing the loop, giving operators a clear end-to-end view of network performance and the subscriber experience, and connecting real-time network intelligence with service workflows.
This enables AI-driven prioritization and automated resolution of customer-impacting issues. With RADCOM providing the network intelligence layer, understanding what is wrong and where it is happening, ServiceNow is delivering the service management and workflow layer, understanding who is affected and what action should be taken next.
Moving into the era of agentic AI, RADCOM Neura, RADCOM’s complete AI agent suite, is designed to take this process one step further and enable integration with other agentic AI ecosystems, such as ServiceNow and other business processes.
See RADCOM Neura in action at Knowledge 2026, May 5-7 https://radcom.com/events/knowledge-2026/
