ServiceNow powers actionable enterprise AI with OpenAI

Key takeaways: 

• Multi-year agreement expands ServiceNow customer access to OpenAI frontier models. 
• OpenAI models will be a preferred intelligence capability for enterprises that run more than 80 billion workflows each year in ServiceNow. 
• OpenAI will support direct speech-to-speech and native voice technology in ServiceNow. 

ServiceNow, the AI control tower for business reinvention, today announced OpenAI will be a preferred intelligence capability for enterprises that run more than 80 billion workflows each year on its platform.

Enterprises around the world use ServiceNow to orchestrate workflows that keep their systems and operations running smoothly. In complex environments where technology is spread across many systems, teams, and vendors, ServiceNow ties everything together—helping organizations spot issues early, route work to the right people, manage approvals, and resolve challenges quickly so the business keeps moving.

ServiceNow’s AI Platform brings OpenAI models like GPT‑5.2 directly into these enterprise workflows, so AI can understand what’s happening, help decide what to do next, and take action within a customer’s secure infrastructure. With OpenAI, ServiceNow will unlock a new level of automation for the world’s largest companies enabling enterprise intelligence at scale for any function or department including IT, finance, sales, human resources, and more. 

“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. “Together, Service and OpenAI are building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments—not sandboxes. As companies shift 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 engineering teams and our respective technologies will drive faster value for customers and more intuitive ways of working with AI.” 

“ServiceNow is helping enterprises bring agentic AI into workflows that are secure, scalable, and designed to deliver measurable outcomes,” said Brad Lightcap, chief operating officer at OpenAI. “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.”

With OpenAI, the ServiceNow AI Platform will leverage frontier intelligence like GPT‑5.2 so customers can understand more about what’s happening and take action inside enterprise workflows.

ServiceNow and OpenAI will support enterprises in adopting AI systems that can reason across tasks and carry out work with little human intervention. Customers can leverage OpenAI models alongside with ServiceNow workflows: 

• AI assistance that lets employees ask questions in natural language and get clear, actionable answers based on real enterprise data.
• AI-powered summarization and content generation for incidents, cases, knowledge articles, and service interactions, helping teams resolve issues faster with less manual effort.
• Developer and admin tools that turn intent into workflows, logic, and automation, dramatically speeding how business processes are built and updated.
• Intelligent search and discovery that pulls the right information from across enterprise systems exactly when it’s needed.

For example, employees use ServiceNow in an intuitive experience where data, models, AI modalities, and workflows converge to ask for what they need in plain language, like “I need to view my benefits” or “this customer issue needs to be escalated.”

With GPT‑5.2 built directly into the ServiceNow AI Platform, those requests aren’t just answered—they’re acted on. The model pairs with the ServiceNow workflow engine, where it can access enterprise data, respect governance and permissions, and provide insights to trigger real actions. GPT‑5.2 helps add more context, decide what should happen next, and, via the ServiceNow platform, move work through approvals, and updates until it’s done. To employees it feels like chatting with a smart coworker; behind the scenes, it’s AI running real enterprise workflows end to end.

Looking ahead, ServiceNow and OpenAI will build toward more natural, multimodal experiences, where users can talk, type, or use visuals to interact with AI agents seamlessly.

ServiceNow extends OpenAI’s work with the world’s largest and most established enterprises, including Accenture, Walmart⁠(opens in a new window), PayPal⁠(opens in a new window), Intuit, Target, Thermo Fisher⁠(opens in a new window), BNY, Morgan Stanley, BBVA, and many more. 

More than 1 million business customers around the world are directly using OpenAI—the fastest-growing business platform in history.