ServiceNow has signed a multi-year agreement with OpenAI to embed advanced generative AI models directly into its enterprise workflow platform, as large organisations push to turn artificial intelligence from pilots into operational systems.
Under the partnership, OpenAI will become a preferred intelligence capability for enterprises running more than 80 billion workflows each year on ServiceNow’s platform, the companies said. The deal expands customer access to OpenAI’s frontier models, including GPT-5.2, and introduces native voice and speech-to-speech capabilities into ServiceNow’s products.
The move reflects a broader shift in the enterprise software market, where vendors are racing to integrate large language models into core systems rather than offering standalone AI tools. Enterprises use ServiceNow to manage workflows across IT, finance, human resources, customer service and sales, often spanning multiple systems and vendors.
ServiceNow said the integration will allow AI to understand enterprise context, recommend next steps and trigger actions within customers’ secure environments, rather than operating as a separate conversational layer. The aim is to automate complex, multi-step processes with minimal human intervention while maintaining governance and access controls.
“ServiceNow leads the market in AI-powered workflows, setting the enterprise standard for real-world AI outcomes,” Amit Zavery, president, chief operating officer and chief product officer at ServiceNow, said in a statement. He added that the partnership is focused on deploying AI that can take end-to-end action in live enterprise environments, not experimental settings.
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’s multimodal capabilities embedded in the platform, he said, organisations will be able to apply AI across complex operational environments.
According to the companies, the integration will support natural-language assistance for employees, automated summarisation and content generation for incidents and cases, and tools that help developers and administrators turn intent into workflows more quickly.
Intelligent search across enterprise systems is also expected to improve, allowing users to retrieve relevant information at the point of need.
The partnership also includes plans to introduce more natural voice-based and multimodal interactions over time, allowing users to speak, type or use visual inputs to interact with AI agents embedded in workflows.
ServiceNow’s agreement extends OpenAI’s reach into large enterprises that already rely on its platform, including global companies such as Accenture, Walmart, PayPal, Intuit, Target and Morgan Stanley, the companies said. OpenAI, for its part, said more than one million business customers worldwide now use its models directly.
As enterprise spending on AI comes under greater scrutiny, the success of the partnership is likely to be judged less on model capability and more on whether customers can demonstrate productivity gains, faster resolution times and measurable returns from AI embedded in everyday work.