ServiceNow today announced it has designated OpenAI as a preferred intelligence capability for its platform, which orchestrates over 80 billion enterprise workflows annually. The collaboration aims to embed OpenAI models, including GPT-5.2, directly into business operations, enhancing automation and intelligence across various departments.
Enterprises worldwide rely on ServiceNow to manage complex systems and operations, connecting disparate teams and vendors. The platform helps identify issues, route tasks, manage approvals, and resolve problems efficiently. Integrating OpenAI’s technology means AI can now understand workflow contexts, assist in decision-making, and execute actions within a customer’s secure infrastructure.
ServiceNow AI Platform Leverages OpenAI
The ServiceNow AI Platform will bring OpenAI models directly into these enterprise workflows.
This integration seeks to unlock a new level of automation for large companies, providing scalable enterprise intelligence for IT, finance, sales, human resources, and other functions. Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow, stated the partnership builds the future of AI experiences, deploying AI that takes end-to-end action in complex enterprise environments.
Brad Lightcap, chief operating officer at OpenAI, emphasized that ServiceNow is helping enterprises integrate agentic AI into workflows that are secure, scalable, and designed for measurable outcomes. He noted that with OpenAI's frontier models and multimodal capabilities within ServiceNow, companies across all industries will gain intelligence that handles work end-to-end, even in the most intricate settings.
Enhanced Workflow Automation with GPT-5.2
This collaboration extends OpenAI’s reach to major enterprises such as Accenture, Walmart, PayPal, Intuit, Target, Thermo Fisher, BNY, Morgan Stanley, and BBVA.
Customers can leverage OpenAI models in conjunction with ServiceNow workflows. For example, employees can use natural language prompts, such as "I need to view my benefits" or "this customer issue needs to be escalated." With GPT-5.2 built into the ServiceNow AI Platform, these requests will trigger real actions. The model integrates with the ServiceNow workflow engine, accessing enterprise data, respecting governance and permissions, and providing insights to initiate further steps. GPT-5.2 adds context, determines subsequent actions, and moves work through approvals and updates via the ServiceNow platform until completion.
ServiceNow and OpenAI plan to develop more natural, multimodal experiences, allowing users to interact with AI agents through speech, text, or visuals.
This collaboration extends OpenAI’s reach to major enterprises such as Accenture, Walmart, PayPal, Intuit, Target, Thermo Fisher, BNY, Morgan Stanley, and BBVA. Over 1 million business customers globally currently use OpenAI, making it the fastest-growing business platform in history.
COMMENTS