ServiceNow (NYSE: NOW) has announced an enhanced strategic collaboration with OpenAI to accelerate enterprise AI outcomes and power agentic AI experiences. ServiceNow AI is at the core of the agreement, which enables close collaboration between OpenAI technical advisors and ServiceNow engineers. Consequently, customers gain direct access to frontier AI capabilities, custom AI solutions aligned to their roadmaps, and faster deployment at scale without bespoke development.

In addition, ServiceNow has revealed plans to build direct speech-to-speech technology using OpenAI models. This capability is expected to reduce language barriers and support more natural human-AI interactions. With the latest OpenAI models, including GPT-5.2, ServiceNow AI will unlock a new class of enterprise automation.

Commenting on the development, Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow, said the collaboration is focused on delivering real-world outcomes. He stated that ServiceNow and OpenAI are building AI experiences that take end-to-end action in complex enterprise environments. He added that as organizations move from experimentation to AI deployment at scale, collaboration between multiple AI providers is required to deliver faster and better results.

Furthermore, OpenAI models will be embedded into the ServiceNow AI Platform. This complements the configuration management database (CMDB) while providing native intelligence to inform workflow actions. ServiceNow’s AI Control Tower will serve as the governance and orchestration layer, offering centralized visibility, controlled execution, and auditable AI-driven actions across enterprise systems.

Key capabilities reported under development include:

• Real-time speech-to-speech AI agents that listen, reason, and respond instantly in a user’s preferred language while triggering cases, approvals, and next steps.
• Advanced IT automation using OpenAI computer-use models to convert unstructured documents into actionable data and automate legacy systems, including mainframes.

The agreement also builds on existing ServiceNow offerings that allow access to OpenAI models for natural language AI assistance, AI-powered summarization and content generation, developer and admin automation tools, and intelligent enterprise search.

ServiceNow processes more than 80 billion workflows each year. Together with OpenAI, the company is reported to be expanding ServiceNow AI capabilities to support more advanced automation across industries and enterprise use cases.

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