ServiceNow has designated OpenAI as a preferred intelligence provider, integrating its models, including GPT-5.2, into the ServiceNow platform. The move aims to enhance AI capabilities for enterprises that process over 80 billion workflows annually on ServiceNow's system.
The integration allows OpenAI models to operate directly within enterprise workflows, enabling AI to interpret situations, suggest actions, and execute tasks within a customer's secure infrastructure. This partnership seeks to provide a new level of automation for major corporations across various departments, such as IT, finance, sales, and human resources.
AI-Powered Workflow Automation
Amit Zavery, ServiceNow's president, chief operating officer, and chief product officer, stated the collaboration will accelerate value for customers and create more intuitive AI interactions. He emphasized the shift from AI experimentation to large-scale deployment, which necessitates cooperation among AI leaders.
Brad Lightcap, OpenAI's chief operating officer, noted that the integration of OpenAI's frontier models and multimodal capabilities within ServiceNow will enable intelligence to manage tasks end-to-end in complex environments. This will benefit enterprises across diverse industries.
Expanding Enterprise AI Capabilities
Amit Zavery, ServiceNow's president, chief operating officer, and chief product officer, stated the collaboration will accelerate value for customers and create more intuitive AI interactions.
The ServiceNow AI Platform will leverage OpenAI's advanced intelligence to help customers understand events and initiate actions within enterprise workflows. This allows for AI systems that can reason across multiple tasks and perform work with minimal human intervention. Employees can interact with ServiceNow using natural language, making requests like "I need to view my benefits" or "this customer issue needs to be escalated."
With GPT-5.2 built into the platform, these requests trigger automated actions.
The model works with the ServiceNow workflow engine, accessing enterprise data, adhering to governance, and providing insights to initiate real actions. GPT-5.2 helps add context, determine next steps, and facilitate approvals and updates through the ServiceNow platform until tasks are complete. ServiceNow and OpenAI plan to develop more natural, multimodal experiences, allowing users to interact with AI agents through speech, text, or visuals. ServiceNow already supports major enterprises, including Accenture, Walmart, PayPal, and Morgan Stanley, among others, with OpenAI's technology.
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