ServiceNow expands its partnership with OpenAI to deliver agentic AI, speech-to-speech experiences, and faster enterprise automation at scale.
ServiceNow and OpenAI on Tuesday announced an expanded, multi-year strategic collaboration aimed at accelerating enterprise AI outcomes and delivering more advanced agentic AI experiences for global businesses.
Under the agreement, OpenAI models will become a preferred intelligence capability for ServiceNow customers, providing direct access to frontier model capabilities without the need for bespoke development. The collaboration brings together OpenAI’s technical advisors and ServiceNow engineers to deliver custom AI solutions aligned with customer roadmaps, while increasing speed and scalability across enterprise deployments.
ServiceNow said it will use OpenAI models to build direct speech-to-speech and native voice technologies, enabling more natural interactions and helping enterprises overcome language barriers. With access to OpenAI’s latest frontier models, including GPT-5.2, ServiceNow aims to unlock a new class of AI-powered automation across complex enterprise environments.
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“ServiceNow leads the market in AI-powered workflows, setting the enterprise standard for real-world AI outcomes,” said Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow. “As companies move from experimenting with AI to deploying it at scale, they need multiple AI leaders working together to deliver faster, better outcomes.”
Brad Lightcap, chief operating officer at OpenAI, said the partnership would help enterprises embed agentic AI into workflows that are secure, scalable, and designed to deliver measurable impact across industries.
The collaboration is designed to simplify adoption as AI model innovation accelerates. By embedding OpenAI models directly into the ServiceNow AI Platform, customers gain native access to advanced intelligence that complements ServiceNow’s configuration management database, while the company’s AI Control Tower provides governance, orchestration, and visibility into how AI models are used across workflows.
Among the capabilities under development are real-time speech-to-speech AI agents that can listen, reason, and act without text-based intermediaries—allowing users to open cases, trigger approvals, and orchestrate next steps in their preferred language. The partnership also introduces computer-use models that extend automation to unstructured data and legacy systems, enabling more autonomous orchestration across IT environments.
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The agreement builds on ServiceNow’s existing use of OpenAI models for natural language assistance, AI-powered summarization and content generation, intelligent search, and developer tools that translate intent into workflows and automation.
ServiceNow said it powers more than 80 billion workflows each year, and that the expanded collaboration with OpenAI positions the company to deliver even more advanced automation and AI-driven experiences across industries.
