ServiceNow deepens OpenAI deal to power voice, agents
ServiceNow and OpenAI have agreed an expanded multi-year partnership focused on deploying OpenAI models more directly inside ServiceNow's enterprise software.
The companies said the arrangement includes closer work between OpenAI technical advisors and ServiceNow engineers. ServiceNow also plans additional products that use OpenAI models, including voice-based tools and automation features.
Under the agreement, OpenAI models will be offered as a preferred intelligence option for ServiceNow enterprise customers. The companies said customers will get direct access to what they described as frontier model capabilities. They also said the partnership covers custom solutions delivered through ServiceNow's forward deployed engineering team.
ServiceNow said it will use OpenAI models for direct speech-to-speech technology and native voice experiences. The company positioned that work as a way to handle more natural interactions across languages.
ServiceNow and OpenAI also referenced the use of the "latest OpenAI models including GPT-5.2". ServiceNow said those models will be integrated into its approach to AI-powered automation for large organisations.
"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, ServiceNow. "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."
ServiceNow sells workflow software used by IT, customer service, HR and other business functions. The company markets its platform around automation and orchestration across systems.
"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, 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."
Voice and agents
The companies set out examples of where they expect to deepen their work. One area is real-time speech-to-speech voice agents. ServiceNow said it is working on agents that can listen and respond without going through a text step.
ServiceNow said a voice agent could open a case, trigger an approval, and coordinate next steps. The company also said the approach reduces translation delays and avoids additional hand-offs.
Another area is what the companies described as "computer-use models" from OpenAI. ServiceNow said these models can interact with systems as part of IT automation. ServiceNow also said the technology can convert unstructured documents into actionable data.
ServiceNow linked that work to automation across workplace tools such as email and chat. It also referenced automation of legacy systems, including mainframes.
Platform integration
The partnership centres on bringing OpenAI models into the ServiceNow AI Platform. ServiceNow said this will complement customers' configuration management database data. ServiceNow's configuration management database, or CMDB, sits at the core of its IT operations products and tracks assets, services and dependencies.
ServiceNow also pointed to its AI Control Tower product as a governance and orchestration layer. The company said it provides visibility into how models are applied across workflows and how they interact with enterprise data and systems. It also said it supports auditability of AI-driven actions at scale.
Existing use cases
The companies said the expanded relationship builds on existing options for customers to access OpenAI models through ServiceNow. ServiceNow listed AI assistance based on natural language questions. It also referenced speech-to-text features.
ServiceNow also highlighted summarisation and content generation for incidents, cases, knowledge articles and service interactions. It said this reduces manual work in teams handling service and support processes.
The company also referenced tools for developers and administrators. It said these tools translate intent into workflows and automation. It also listed intelligent search and discovery across enterprise systems.
ServiceNow said its platform runs more than 80 billion workflows each year. It said the OpenAI relationship will sit alongside its broader positioning of the ServiceNow AI Platform as a layer that connects cloud services, data sources and AI models.
"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," said Lightcap.
The companies said work under the partnership will continue across multiple product areas, including speech-to-speech features and IT automation functions integrated into ServiceNow workflows.