ServiceNow and OpenAI have announced an expanded strategic collaboration aimed at accelerating enterprise AI adoption and delivering more advanced, agentic AI experiences. The partnership will integrate OpenAI’s frontier models, including the upcoming GPT-5.2, directly into the ServiceNow AI Platform, enabling customers to access cutting-edge AI capabilities without requiring custom development. Under the agreement, OpenAI technical experts will work closely with ServiceNow engineers to co-develop AI solutions tailored to enterprise needs. This collaboration will enhance automation, improve workflow intelligence, and support end-to-end AI-driven actions across complex business environments. A key focus will be the development of real-time speech-to-speech AI agents powered by OpenAI models, allowing users to interact naturally in their preferred language without relying on text translation. These agents will be able to listen, reason, respond, and trigger actions such as opening cases or approvals—reducing delays and improving accuracy. The integration will also supercharge automation by enabling ServiceNow to process unstructured data from documents, emails, and chat platforms, turning it into actionable insights. This capability will extend secure, context-aware automation to legacy systems like mainframes and across workplace tools, increasing efficiency in IT and other departments. ServiceNow’s AI Control Tower will serve as the governance and orchestration layer, providing centralized visibility into how AI models are used across workflows, how they interact with enterprise data, and how automated actions are executed at scale in a secure and auditable manner. Amit Zavery, President, COO, and Chief Product Officer at ServiceNow, emphasized the importance of combining leading AI technologies to deliver real-world outcomes. He stated that the collaboration will enable AI to take full end-to-end actions in complex enterprise settings, moving beyond experimentation to scalable deployment. Brad Lightcap, COO at OpenAI, highlighted that ServiceNow is helping enterprises operationalize agentic AI in secure, scalable ways. He noted that with OpenAI’s multimodal capabilities embedded in ServiceNow, organizations across industries will gain access to AI that can handle complex, multi-step tasks autonomously. The partnership builds on ServiceNow’s existing integration with OpenAI, which has already enabled customers to leverage AI models across various use cases. With over 80 billion workflows processed annually on the ServiceNow platform, the collaboration aims to deliver faster, smarter, and more intuitive AI experiences. The announcement comes amid growing demand for AI solutions that can scale across large enterprises while maintaining security, compliance, and control. The companies acknowledge potential risks, including implementation delays, regulatory changes around AI, and uncertainty in customer adoption—factors that could impact the success of new product offerings. ServiceNow continues to position itself as the AI control tower for business reinvention, connecting intelligence to execution across systems, data sources, and workflows.