ServiceNow Taps OpenAI to Run Agentic AI Across Enterprise Workflows

ServiceNow is tapping OpenAI to drive a new wave of agentic AI across complex enterprise workflows. The companies have signed a multi-year deal to bring OpenAI’s frontier models into the 80 billion workflows running on ServiceNow each year.

ServiceNow and OpenAI said the partnership makes OpenAI a preferred intelligence engine for the platform and will introduce advanced capabilities inside enterprise systems. 

Giving enterprise workflows a new AI control layer

The partnership equips ServiceNow customers with direct access to OpenAI’s latest models without requiring custom builds, allowing new capabilities to slot into existing environments immediately. 

ServiceNow said the companies’ joint engineering effort will enable features such as real-time speech-to-speech agents that can listen, reason, and act, as well as computer-use models that automate tasks across legacy systems and convert unstructured documents into usable data.

Amit Zavery, ServiceNow’s president and COO, said the collaboration is aimed at “building the future of AI experiences” and that bringing the two technologies together “will drive faster value for customers and more intuitive ways of working with AI.”

OpenAI’s view of agentic AI at enterprise scale

OpenAI presents the partnership as a path to bringing secure, end-to-end task execution into the systems enterprises already rely on.

Instead of limiting models to guidance or summarization, the integration allows GPT-5.2 to evaluate context inside a workflow, determine what should happen next, and carry out those steps through ServiceNow’s workflow engine.

Brad Lightcap, OpenAI’s chief operating officer, said the collaboration helps enterprises bring “agentic AI into workflows that are secure, scalable, and designed to deliver measurable outcomes,” noting that organizations across industries stand to benefit from intelligence that can handle work “end to end in even the most complex environments.”

OpenAI adds that employees will be able to make plain-language requests and have the system complete the work within their governed environment. The companies are also building toward multimodal interactions, allowing users to talk, type, or use visuals to guide tasks.

All actions occur inside the customer’s secure infrastructure, and the combined system is designed to reason across tasks with minimal intervention, enabling AI to move work forward autonomously once intent is expressed.

Expanding advanced AI across major business functions

ServiceNow’s AI Control Tower now gives enterprises a governed, auditable layer as AI systems evolve faster than ever. It provides a centralized view of how models interact with data, trigger actions, and move work across sprawling environments. 

HR, finance, sales, and customer operations stand to gain as the collaboration extends automation beyond IT. Summarization, intelligent search, and intent-to-workflow tools help teams move routine tasks forward with simple, plain-language requests. According to the companies, these capabilities will let the system handle the follow-through automatically.

ServiceNow’s footprint among major global enterprises, including Walmart, PayPal, Morgan Stanley, and BBVA, gives OpenAI access to some of the world’s most established corporate environments, positioning the partnership to scale agentic AI across large organizations quickly. 

A long-rumored OpenAI device now has a loose 2026 timeline as development advances.