Multi-year collaboration brings frontier AI models, voice-first experiences, and agentic automation to ServiceNow customers
ServiceNow and OpenAI have announced an expanded strategic collaboration aimed at accelerating enterprise AI outcomes and enabling a new generation of agentic AI experiences across global organizations. Under the multi-year agreement, OpenAI models will become a preferred intelligence capability within the ServiceNow AI Platform, giving customers direct access to frontier model capabilities without the need for bespoke development.
The partnership brings closer technical collaboration between OpenAI advisors and ServiceNow engineers, allowing enterprises to deploy custom AI solutions aligned with their business roadmaps while scaling faster and more efficiently. A key focus of the collaboration is the development of direct speech-to-speech and native voice technologies powered by OpenAI models, designed to break language barriers and enable more natural, real-time interactions within enterprise workflows.
“With OpenAI, ServiceNow is building the future of AI experiences deploying AI that can take end-to-end action in complex enterprise environments,” said Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow. He added that as organizations move from AI experimentation to large-scale deployment, collaboration between AI leaders is critical to delivering measurable business value.
“Together, we are building AI that doesn’t just assist work but completes it end to end.”
Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow
The integration of OpenAI models into the ServiceNow platform complements the company’s configuration management database (CMDB) and is governed through its AI Control Tower, providing centralized visibility, orchestration, and auditability of AI-driven actions across workflows. Use cases include real-time voice agents capable of opening cases and triggering approvals, as well as advanced automation using computer-use models to interact with legacy systems and unstructured data.
Brad Lightcap, chief operating officer at OpenAI, said the collaboration will help enterprises securely embed agentic AI into workflows that deliver outcomes at scale. Together, ServiceNow and OpenAI aim to unlock more intuitive, autonomous, and intelligent ways of working across industries.
