News
In Brief
- ServiceNow and OpenAI are deepening their partnership to advance enterprise AI.
- Customers gain access to OpenAI's latest models and custom ServiceNow AI solutions.
- IT and business leaders can implement scalable AI automation with reduced development effort.
ServiceNow and OpenAI are expanding their collaboration to integrate OpenAI's frontier models, including GPT-5.2, into ServiceNow's AI platform. The agreement, announced on Tuesday, aims to give customers direct access to advanced AI capabilities without bespoke development.
The partnership pairs OpenAI technical advisors with ServiceNow engineers to build speech-to-speech technology designed to reduce language barriers and enable more natural interactions. ServiceNow's AI Control Tower provides governance and orchestration, giving organizations visibility into how models are applied across workflows.
What's Inside the ServiceNow – OpenAI Announcement
With the Jan. 20 announcement, ServiceNow customers will retain access to other models including Gemini and NVIDIA Nemotron, OpenAI will be the only model to be embedded natively within the platform. The three-year agreement introduces several new and enhanced multi-modal capabilities, according to ServiceNow:
- Speech-to-speech AI agents — Real-time voice agents that listen, reason and respond without text intermediation.
- Natural language AI assistance — Employees verbalize questions and receive actionable answers via speech-to-text.
- Enhanced IT automation — Computer-use models allow for interaction with legacy systems including mainframes.
ServiceNow's AI Expansion in 2025
ServiceNow pursued an aggressive strategy throughout 2025 to position itself as the central hub for AI agent operations. At its flagship Knowledge conference in May, CEO Bill McDermott introduced the company's AI Control Tower, to do exactly that. The company also launched its ServiceNow AI Platform and expanded its CRM platform to include agents.
ServiceNow AI Agents began working alongside other systems in 2025, including with Zoom's AI Companion.
ServiceNow backed its AI strategy with an estimated $11 billion in announced acquisitions. The company agreed to acquire Moveworks for $2.85 billion in March, a transaction that closed in December. Days after the closing, ServiceNow entered a reported $1 billion-plus agreement to acquire identity security platform Veza and closed out the year with an all-cash $7.75 billion deal for cybersecurity startup Armis
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