ServiceNow and OpenAI have announced an expanded strategic collaboration designed to power the next generation of agentic AI experiences.
The multi-year agreement aims to deepen the integration between the two companies, providing enterprise customers with direct access to frontier model capabilities and custom AI solutions without the need for bespoke development.
As part of the deal, OpenAI models will become a preferred intelligence capability for ServiceNow customers, enabling a new class of AI-powered automation. The partnership focuses on moving beyond simple AI experimentation toward deploying autonomous agents that can handle complex, end-to-end workflows at scale.
Breaking the Voice Barrier
A standout feature of the collaboration is the development of direct speech-to-speech technology. By leveraging OpenAI’s native voice capabilities, ServiceNow aims to eliminate the latency often found in traditional text-to-speech translation. This will allow for more natural, real-time interactions that break through language barriers in the contact center and across the enterprise.
Amit Zavery, President, Chief Operating Officer, and Chief Product Officer at ServiceNow, commented:
“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.”
Agentic AI and Computer-Use Models
The collaboration will also see ServiceNow utilize OpenAI’s latest models, including GPT-5.2, to supercharge automation. This includes the use of “computer-use” models, which allow AI agents to interact directly with systems—transforming unstructured documents into actionable data and orchestrating tasks across legacy systems, email, and chat.
Brad Lightcap, Chief Operating Officer at OpenAI, said:
“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.”
Governance via the AI Control Tower
To ensure these advanced capabilities remain secure and auditable, the integration will be managed through ServiceNow’s AI Control Tower. This orchestration layer provides organizations with centralized visibility into how models interact with enterprise data and the Configuration Management Database (CMDB).
This agreement builds on a long-standing relationship between the two tech giants. With ServiceNow powering over 80 billion workflows annually, the infusion of OpenAI’s frontier models is expected to provide a significant boost to enterprise productivity and the overall customer experience.