ServiceNow and OpenAI expand enterprise AI collaboration to accelerate automation

ServiceNow and OpenAI have announced an expanded multi-year collaboration aimed at accelerating enterprise adoption of agentic artificial intelligence and delivering outcomes at scale. The agreement deepens technical cooperation between the two companies, providing ServiceNow enterprise customers with direct access to OpenAI’s frontier models and advanced AI capabilities without the need for bespoke development.

Under the arrangement, OpenAI models become a preferred intelligence capability within the ServiceNow platform. This enables customers to deploy AI-powered workflows more quickly while aligning new capabilities with their existing enterprise roadmaps. The collaboration is designed to support organisations as they move beyond experimentation and into large-scale deployment of autonomous systems across complex operational environments.

The partnership also focuses on natural and multimodal interactions. ServiceNow plans to build direct speech-to-speech and native voice technologies using OpenAI models, with the aim of breaking down language barriers and enabling more intuitive human-to-system engagement. With access to the latest OpenAI models, including GPT-5.2, ServiceNow intends to unlock new classes of automation for some of the world’s largest enterprises.

Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow, said, “ServiceNow leads the market in AI-powered workflows, setting the enterprise standard for real-world AI outcomes. With OpenAI, ServiceNow is building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments. As companies shift from experimenting with AI to deploying it at scale, they need the power of multiple AI leaders working together to deliver faster, better outcomes. Bringing together our respective technologies will drive faster value for customers and more intuitive ways of working with AI.”

Brad Lightcap, chief operating officer at OpenAI, added, “ServiceNow is helping enterprises bring agentic AI into workflows that are secure, scalable, and designed to deliver measurable outcomes. With OpenAI frontier models and multimodal capabilities in ServiceNow, enterprises across every industry will benefit from intelligence that handles work end to end in even the most complex environments.”

Co-innovation to simplify adoption as AI models evolve

As the pace of AI model releases continues to accelerate, enterprises face increasing pressure to keep workflows aligned with the latest innovations. Integrating OpenAI models directly into the ServiceNow AI Platform is intended to reduce that burden by embedding intelligence natively into enterprise workflows rather than requiring separate integrations or custom development.

The integration complements ServiceNow’s configuration management database, enabling AI-driven actions to be informed by real-time operational context. ServiceNow’s AI Control Tower acts as the governance and orchestration layer, providing centralised visibility into how models are deployed across workflows, how they interact with enterprise data and systems, and how automated actions are executed in a controlled and auditable manner. This approach is designed to help organisations maintain oversight and accountability as autonomy increases.

One area of focus is real-time speech-to-speech AI agents. ServiceNow and OpenAI are working towards agents that can listen, reason, and respond naturally without relying on text as an intermediary. In practice, this means a user could speak in a preferred language and receive an immediate response from an AI agent that opens a case, triggers approvals, and orchestrates next steps without translation delays. The objective is to reduce latency, preserve meaning, and remove unnecessary handoffs in enterprise processes.

The collaboration also extends to automation across complex IT environments. Computer-use models from OpenAI enable interactions with a broader range of systems, including legacy platforms. By transforming unstructured documents into actionable data, these models can support context-aware automation across email, chat, and other workplace tools. This capability is intended to extend secure automation into environments that have traditionally resisted modernisation, such as mainframes, while improving efficiency across heterogeneous IT landscapes.

Building on established enterprise AI use cases

The expanded agreement builds on ServiceNow’s existing support for OpenAI models across several enterprise use cases. These include AI assistance that allows employees to ask questions in natural language and receive clear, actionable responses through speech-to-text capabilities, reducing friction in everyday work.

ServiceNow also continues to use AI-powered summarisation and content generation across incidents, cases, knowledge articles, and service interactions. These capabilities are designed to help teams resolve issues more quickly by reducing manual effort and improving the quality and consistency of information shared across the organisation.

For developers and administrators, the platform offers tools that translate intent into workflows, logic, and automation. By allowing users to describe desired outcomes rather than manually coding processes, these tools are intended to significantly speed up how business processes are built, modified, and maintained as organisational needs change.

Intelligent search and discovery remains another core component. By drawing relevant information from across enterprise systems at the moment it is needed, ServiceNow aims to improve decision-making and reduce time spent navigating fragmented data sources. Combined with OpenAI’s models, this capability is positioned to deliver more accurate and context-aware results across a wide range of enterprise scenarios.

ServiceNow currently powers more than 80 billion workflows each year. Through its collaboration with OpenAI, the company is extending these capabilities with advanced automation and intelligence designed to operate across industries and use cases. The partnership reflects a broader shift in enterprise AI from isolated tools towards integrated systems capable of acting autonomously within governed and auditable frameworks.