NTT DOCOMO, StarHub, and ServiceNow, the AI control tower for business reinvention, introduced a joint initiative to keep travelers connected with autonomous roaming resolution using ServiceNow CRM. The companies have been developing the industry's first inter-carrier operational model on the ServiceNow AI Platform, helping carriers identify and resolve roaming issues faster and deliver more reliable connectivity for travelers around the world. When a roaming customer loses service overseas, multiple carriers must coordinate to fix it.
Today, without industry-wide standards, each carrier uses its own intake channels -- web forms, email, and portals -- delaying issue reporting and tracking between operators. For international travelers, that's a dead phone when they need it most. For operators, that's lost revenue, eroded customer trust, and competitive advantage in markets where seamless connectivity is expected.
DOCOMO has been working with ServiceNow since 2021 to eliminate manual intervention with Zero-Touch Operation (ZTO), automating remote maintenance tasks that previously required hands-on support. The result is faster fault recovery and elimination of overnight support shifts. Now, DOCOMO, StarHub and ServiceNow are extending that automation across carrier boundaries to handle inter-carrier operations the same way -- automatically, in real time.
The three companies have created a shared operational model that uses AI, data, and workflows to help carriers fix roaming problems faster. The new solution turns manual processes into autonomous workflows that coordinate fault resolution in real time on the ServiceNow AI Platform. When something breaks, the workflow quickly shows operators what happened, which network is affected, where the issue started, and what is already being done.
This approach gives carriers better visibility across networks, reduces manual effort, and delivers true proactive customer service. It also helps them spot issues sooner and resolve them faster, improving service quality for travelers around the world. Technical validation is underway, and the companies are targeting a commercial launch for the second half of the year.
The goal is straightforward: more bars on travelers' cell phones, standardized operations between carriers, better service quality for international travelers, and a scalable model that works globally.
