ServiceNow deepens OpenAI pact to power voice-first AI

ServiceNow and OpenAI have agreed an expanded multi-year strategic collaboration that will make OpenAI models a preferred option for ServiceNow enterprise customers and add new voice features inside ServiceNow products.

The companies said the agreement provides customers with direct access to frontier model functions through ServiceNow. It also covers custom ServiceNow AI solutions aligned to customer roadmaps. The agreement also includes work on faster deployment at scale without bespoke development.

ServiceNow said it will build direct speech-to-speech and native voice technology using OpenAI models. The company said the approach will offer more natural interactions and address language barriers.

The partnership also includes collaboration between OpenAI technical advisors and ServiceNow engineers. The companies said this work will focus on agentic AI experiences within ServiceNow workflows and systems used by large enterprises.

ServiceNow said it expects to use the latest OpenAI models, including GPT-5.2, across parts of its AI offering. It linked that work to automation for large companies that run complex workflows across multiple 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, ServiceNow.

"With OpenAI, ServiceNow is building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments. 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," said Zavery.

OpenAI said the deal reflects demand from large organisations for AI tools that operate within business processes. It said enterprises want AI systems that can act across workflows with governance and control.

"ServiceNow is helping enterprises bring agentic AI into workflows that are secure, scalable, and designed to deliver measurable outcomes," said Brad Lightcap, Chief Operating Officer, OpenAI.

"With OpenAI frontier models and multimodal capabilities in ServiceNow, enterprises across every industry will benefit from intelligence that handles work end to end in even the most complex environments," said Lightcap.

Model access

Under the agreement, ServiceNow will offer OpenAI models as a preferred intelligence capability for its enterprise customers. The companies said this gives customers direct access to frontier model functions through the ServiceNow environment.

ServiceNow also positioned the partnership as a way for enterprises to keep up with frequent AI model releases. The company said customers can use OpenAI models inside the ServiceNow AI Platform alongside existing ServiceNow data and workflow configuration.

ServiceNow said the integration complements a customer's configuration management database. It said embedded access to model outputs can inform actions taken within workflows.

Governance layer

ServiceNow said its AI Control Tower will provide governance and orchestration for the use of models across workflows. It said the product offers centralised visibility into how models are applied across workflows and how they interact with enterprise data and systems.

ServiceNow also said the tool tracks how AI-driven actions are executed at scale. It said the design supports controlled and auditable operation.

Voice agents

One area of development covers real-time speech-to-speech voice agents. ServiceNow said this work targets interactions that occur without text intermediation.

The company gave an example of a user speaking in a preferred language and receiving an instant response. It said an AI agent could open a case, trigger an approval, and orchestrate next steps.

ServiceNow said speech-to-speech interaction reduces latency and preserves meaning. It also said it reduces handoffs.

Automation scope

The companies also described work related to OpenAI computer-use models. ServiceNow said these models enable interactions with systems as part of IT automation.

ServiceNow said the approach can turn unstructured documents into actionable data. It linked that to automation across more environments, including workplace tools such as email and chat.

The company also cited legacy systems, including mainframes, as part of the target scope. It said the goal is broader automation across complex IT landscapes.

Existing uses

ServiceNow said it already offers customers a choice of accessing OpenAI models for several use cases. It cited AI assistance that lets employees ask questions in natural language and receive answers through speech-to-text functions.

It also cited summarisation and content generation for incidents, cases, knowledge articles, and service interactions. ServiceNow said these features reduce manual effort for teams that manage support and service operations.

ServiceNow also described developer and admin tools that turn intent into workflows, logic, and automation. It also cited intelligent search and discovery across enterprise systems.

ServiceNow said its platform runs more than 80 billion workflows each year. The company said the collaboration with OpenAI will extend automation and workflow use cases across industries as it builds speech-to-speech and native voice functions and expands access to OpenAI models through its platform.