A deeper push toward practical enterprise AI is taking shape as ServiceNow strengthens its platform with advanced intelligence from OpenAI, aiming to move businesses beyond experimentation and into large-scale deployment.
ServiceNow announced that OpenAI will become a preferred intelligence capability for enterprises running more than 80 billion workflows each year on its platform. The move positions OpenAI models as a core layer within ServiceNow’s AI Platform, which is widely used to manage and automate complex business operations.
ServiceNow acts as a central control tower for enterprises, connecting systems, teams, and vendors across large organisations. By orchestrating workflows, it helps businesses detect issues early, route tasks efficiently, manage approvals, and resolve problems faster so operations continue without disruption.
With the integration, OpenAI models such as GPT-5.2 will be embedded directly into enterprise workflows. This allows AI to understand context, recommend next steps, and execute actions securely within a customer’s own infrastructure. The combined capability is designed to unlock higher levels of automation across functions including IT, finance, sales, and human resources.
“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. “Together, ServiceNow and OpenAI are building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments—not sandboxes.”
Brad Lightcap, chief operating officer at OpenAI, said, “ServiceNow is helping enterprises bring agentic AI into workflows that are secure, scalable, and designed to deliver measurable outcomes.”
The partnership focuses on enabling AI systems that can reason across tasks and complete work with minimal human input. Key capabilities include natural language assistance for employees, AI-driven summarisation and content creation for incidents and cases, faster workflow development tools for admins and developers, and intelligent search across enterprise systems.
For employees, this means simple requests like “I need to view my benefits” or “this customer issue needs to be escalated” can be made in plain language. With GPT-5.2 embedded, those requests are not just answered but carried through approvals, updates, and completion within ServiceNow workflows.
Looking ahead, both companies plan to build more natural, multimodal experiences where users can interact with AI using text, voice, or visuals. ServiceNow also extends OpenAI’s reach across large enterprises such as Accenture, Walmart, PayPal, Intuit, Target, Thermo Fisher, BNY, Morgan Stanley, and BBVA. OpenAI now counts more than 1 million business customers globally.
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