January 22, 2026
OpenAI Models Will Power ServiceNow’s Next Wave of Enterprise AI
ServiceNow is upgrading the brain behind its AI, and OpenAI is supplying the horsepower.
The two companies have announced an expanded, multi-year partnership that puts OpenAI’s latest models directly behind ServiceNow’s AI platform. To put it simply, ServiceNow will keep running the workflows, systems, and controls that large organisations rely on, while OpenAI’s models will power how that AI thinks, understands language, and makes decisions.
Under the agreement, OpenAI models, including GPT-5.2, become a preferred intelligence layer for ServiceNow customers. This way enterprises can access advanced AI capabilities directly through ServiceNow, without custom integrations, bespoke development, or stitching tools together behind the scenes.
The New Era of Voice
ServiceNow plans to use OpenAI models to build native speech-to-speech AI, allowing people to speak naturally and trigger real actions inside workflows. Instead of talking to a voice system that just records requests or spits out scripted replies, users will be able to speak in their own language and have the AI open cases, route requests, and kick off approvals in real time.
Since the interaction stays voice-based from start to finish, there is no translation delay and less risk of meaning getting lost along the way. In addition, the partnership pushes ServiceNow’s automation further into places where AI usually struggles. OpenAI’s computer-use models can help turn unstructured information, like documents, emails, and chat threads, into usable inputs for workflows, making it easier to automate work that still depends on manual steps or legacy systems.
“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 added:
“As companies shift from experimenting with AI to deploying it at scale, they need the power of multiple AI leaders working together to deliver faster, better outcomes. Bringing together our respective technologies will drive faster value for customers and more intuitive ways of working with AI.”
All AI activity runs through the ServiceNow AI Control Tower, which acts as the governance layer. Companies can see where AI is present what it touches, and what actions it takes. Rules, permissions, and audit trails remain intact, which is exactly what large enterprises expect before letting AI anywhere near production systems.
The collaboration builds on AI features ServiceNow already offers, including natural language assistance for employees, automated summarisation for cases and incidents, intelligent search across enterprise systems, and tools that help developers turn intent into working workflows faster.
