ServiceNow embeds OpenAI models to bring agentic AI into enterprise workflows
Partnership makes OpenAI a preferred intelligence layer inside ServiceNow, embedding GPT-5.2 so AI can understand events, recommend actions and execute work securely at scale.
ServiceNow, the automation specialist, will make OpenAI a preferred intelligence capability for enterprises running more than 80bn workflows a year on its platform, embedding GPT-5.2 directly into the ServiceNow AI Platform.
In a statement, ServiceNow said OpenAI’s models will be available inside live workflows, allowing artificial intelligence to interpret what is happening, suggest next steps and take action within a customer’s secure environment.
The integration is designed to keep data and execution inside enterprise systems rather than routing work to external tools. OpenAI will also support direct speech-to-speech and native voice technology within ServiceNow, enabling users to interact with AI through conversation.
For a lay reader, workflows are the automated sequences that move work through an organisation, such as approving expenses, resolving IT tickets or onboarding employees. Embedding AI into these flows means the system can do more than answer questions. It can decide what should happen next and carry out tasks, such as creating records, updating systems or notifying teams, without manual intervention.
The companies described a range of use cases. These include AI assistants that help employees complete tasks, automated summarisation and content generation, and tools for developers and administrators that convert plain-language intent into automation. Intelligent search is also part of the offering, pulling relevant information from across multiple enterprise systems rather than forcing users to check each one separately.
“ServiceNow leads the market in AI-powered workflows, setting the enterprise standard for real-world AI outcomes,” said Amit Zavery, president, chief operating officer and chief product officer at ServiceNow. He said the goal is to move AI beyond experimentation and into day-to-day operations.
Brad Lightcap, chief operating officer at OpenAI, said the partnership helps enterprises deploy agentic AI in a way that is secure and scalable. Agentic AI refers to systems that can take initiative and complete multi-step tasks, rather than responding to a single prompt and stopping there.
The companies said customers already using the combined approach include Accenture, Walmart, PayPal, Intuit, Target, Thermo Fisher, BNY, Morgan Stanley and BBVA. OpenAI said more than one million business customers worldwide directly use its services.
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Looking ahead, ServiceNow and OpenAI said they are working toward more natural, multimodal interactions. This would allow users to talk, type or use visuals to communicate with AI agents and have those agents complete work end-to-end. In practical terms, an employee could describe a problem in plain language, by voice or text, and the AI would gather information, make decisions and execute the necessary steps across systems.
The partnership reflects a broader shift in enterprise software, where AI is being embedded directly into core processes rather than offered as a separate tool. By integrating OpenAI’s models into its workflow engine, ServiceNow is positioning AI as an operational layer that acts inside the business, not alongside it.
The Recap
- ServiceNow names OpenAI preferred intelligence for enterprise workflows.
- OpenAI models like GPT‑5.2 integrate into ServiceNow workflows.
- Partnership supports voice, multimodal interaction and automation capabilities.
