ServiceNow designated OpenAI models, including GPT-5.2, as a preferred intelligence capability for its customers, who collectively process more than 80 billion workflows annually on the platform.
The agreement enables direct access to these models without custom development, supports agentic AI that reasons across tasks and executes actions end-to-end, and includes development of direct speech-to-speech and native voice technology.
ServiceNow will embed the models into its AI Platform to handle natural language requests, summarize content, generate responses, and automate workflows across departments such as IT, finance, HR, and sales while maintaining enterprise security, governance, and permissions.
ServiceNow and OpenAI cited joint engineering efforts to accelerate deployment of AI agents in complex environments. Amit Zavery, ServiceNow president, COO, and chief product officer, and Brad Lightcap, OpenAI COO, described the partnership as enabling secure, scalable AI outcomes beyond experimentation.
Why This Matters Today
Enterprises increasingly seek to move AI from pilots to production-scale operations within existing workflows.
ServiceNow’s platform already orchestrates processes across disparate systems, and this deal positions OpenAI models as a core option for powering autonomous actions rather than just suggestions or chat responses.
The integration targets large organizations that rely on ServiceNow for daily operations, allowing AI to access real enterprise data, trigger approvals, and complete tasks with minimal human input.
Features like natural language interaction and upcoming multimodal capabilities, including voice, aim to make AI feel more intuitive for employees.
Broader industry efforts focus on agentic AI – systems that plan and act independently – which remains early but critical for efficiency gains in regulated sectors.
ServiceNow’s multi-model approach, now emphasizing OpenAI, reflects ongoing competition among AI providers to embed in enterprise software stacks.
Our Key Takeaways:
- ServiceNow and OpenAI signed a multi-year agreement on January 20, 2026, to embed frontier models like GPT-5.2 directly into the ServiceNow AI Platform as a preferred intelligence option.
- The partnership enables agentic AI to execute end-to-end actions in secure enterprise workflows, including natural language processing, summarization, automation, and forthcoming speech-to-speech capabilities.
- Enterprises using ServiceNow should monitor rollout details for GPT-5.2 integration and voice features, as well as how this affects choices among available AI models on the platform.
You may also want to check out some of our other tech news updates.
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