ServiceNow and OpenAI forge three-year deal to embed AI agents across enterprise workflows

What ServiceNow and OpenAI signal for enterprises as AI moves from advice to execution

ServiceNow announced a multi-year partnership with OpenAI to bring GPT-5.2 into its AI Control Tower and Xanadu platform, reinforcing ServiceNow's strategy to focus on enterprise workflows, guardrails, and orchestration rather than building frontier models itself. For enterprise buyers, the deal underscores a broader shift: general-purpose models are becoming interchangeable, while the platforms that control how they're deployed and governed are where differentiation now lives. ServiceNow lets enterprises develop agents and applications, plug them into existing workflows, and manage orchestration and monitoring through its unified AI Control Tower. The partnership does not mean ServiceNow will no longer use other models to power its services, said John Aisien, senior vice president of product management at ServiceNow. "We will remain an open platform. There are things we will partner on with each of the model providers, depending on their expertise. Still, ServiceNow will continue to support a hybrid, multi-model AI strategy where customers can bring any model to our AI platform," Aisien said in an email to VentureBeat. "Instead of exclusivity, we give enterprise customers maximum flexibility by combining powerful general-purpose models with our own LLMs built for ServiceNow workflows." What the OpenAI partnership unlocks for ServiceNow customers ServiceNow customers get: * Voice-first agents: Speech-to-speech and voice-to-text support * Enterprise knowledge access: Q&A grounded in enterprise data, with improved search and discovery * Operational automation: Incident summarization and resolution support ServiceNow said it plans to work directly with OpenAI to build "real-time speech-to-speech AI agents that can listen, reason and respond naturally without text intermediation." The company is also interested in tapping OpenAI's computer use models to automate actions across enterprise tools such as email and chat. The enterprise playbook The partnership reinforces ServiceNow's positioning as a control layer for enterprise AI, separating general-purpose models from the services that govern how they're deployed, monitored, and secured. Rather than owning the models, ServiceNow is emphasizing orchestration and guardrails -- the layers enterprises increasingly need to scale AI safely. Some companies that work with enterprises see the partnership as a positive. Tom Bachant, co-founder and CEO of AI workflow and support platform Unthread, said this could further reduce integration friction. "Deeply integrated systems often lower the barrier to entry and simplify initial deployment," he told VentureBeat in an email. "However, as organizations scale AI across core business systems, flexibility becomes more important than standardization. Enterprises ultimately need the ability to adapt performance benchmarks, pricing models, and internal risk postures; none of which remain static over time." As enterprise AI adoption accelerates, partnerships like this suggest the real battleground is shifting away from the models themselves and toward the platforms that control how those models are used in production.

ServiceNow partners with OpenAI to develop and deploy enterprise-grade AI agents - SiliconANGLE

ServiceNow partners with OpenAI to develop and deploy enterprise-grade AI agents Enterprise software giant ServiceNow Inc. has inked a three-year deal with OpenAI Group PBC so it can integrate the ChatGPT maker's most advanced artificial intelligence models into its platforms. The terms of the contract were not disclosed, but the Wall Street Journal reported that it includes a revenue commitment from ServiceNow. The exact value of the deal will be determined by how many customers end up using OpenAI's models inside ServiceNow's platforms. The agreement is a significant boost for OpenAI, which has been striving to build up an enterprise business, both by selling its services directly to enterprises and through third-parties. It's part of a concerted effort by the AI firm to boost its revenue so it can actually pay for all of the computing resources its AI models use. But so far, its compute costs far exceed the sales it has been able to generate, primarily via consumer subscriptions. OpenAI Chief Operating Officer Brad Lightcap said the deal is primarily about "agentic AI", in reference to the autonomous, independent bots powered by AI that can perform work on behalf of humans with minimal supervision. "ServiceNow is helping enterprises bring agentic AI into workflows that are secure, scalable, and designed to deliver measurable outcomes," he said. "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." ServiceNow, which sells software that automates and manages various business workflows, primarily in information technology service management, customer service and human resources, is one of a number of enterprise software companies pushing the agentic AI narrative. Salesforce Inc. has also made AI agents a core part of its flagship sales and marketing platforms, while SAP SE and Workday Inc. have also rolled out AI agents that can automate various business processes. These companies all stress the same idea - that embedded AI agents are key to generating real value from AI. The deal benefits ServiceNow by giving it access to some of the most advanced AI models around, as an alternative to its proprietary large language models. For example, it said it will use OpenAI's cutting-edge voice models to develop customer service agents that can converse in an almost humanlike way. The company also wants to tap into OpenAI's pioneering agentic capabilities, including its computer-use model, which allows AI agents to utilize third-party software tools such as web browsers and databases. Among other things, it will be able to perform tasks such as updating a computer's operating system software and restarting it to implement the changes. ServiceNow COO and Chief Technology Officer Amit Zavery told the Journal the company is also developing AI agents that will be able to help businesses access data that's siloed in older systems such as mainframes. He added that ServiceNow's engineers will benefit from OpenAI's technical guidance and expertise when developing new agents, and it will also make "forward deployed engineers" available to customers to show them how to take advantage of their capabilities. Zavery stressed that partnerships like this one are going to be instrumental in driving adoption of agentic AI. "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," he insisted.

OpenAI, ServiceNow Partner to Build AI Agents for Business Workflows | AIM

OpenAI will become a preferred intelligence capability for enterprises that collectively run more than 80 billion workflows each year on the ServiceNow platform. OpenAI and ServiceNow have signed a three year partnership to embed OpenAI's AI models into ServiceNow's enterprise software, a move that deepens the push to place autonomous AI agents inside core business workflows. Under the agreement, OpenAI will become a preferred intelligence capability for enterprises that collectively run more than 80 billion workflows each year on the ServiceNow platform. The tie up expands customer access to OpenAI models such as GPT-5.2 and adds native voice and speech to speech capabilities inside ServiceNow's products. The deal is also tied to how many customers adopt OpenAI's technology on the ServiceNow platform and includes a revenue commitment from ServiceNow to OpenAI. Financial terms were not disclosed. The partnership reflects a broader shift in enterprise software toward AI agents that can act on behalf of users. Rivals such as Salesforce, SAP and Workday are already promoting built in AI agents as a key way for companies to get value from AI. For OpenAI, the tie up strengthens its enterprise business by pushing its models into widely used corporate software, alongside its direct sales of AI tools. "As companies shift 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 engineering teams and our respective technologies will drive faster value for customers and more intuitive ways of working with AI," Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow said. ServiceNow said its AI platform will use OpenAI models to support natural language assistance, automated summarisation and content generation for incidents and service cases, tools that convert intent into workflows and automation, and intelligent search across enterprise systems. Employees will be able to make requests in plain language, such as viewing benefits or escalating a customer issue, with the system not only answering but also acting on those requests. ServiceNow engineers will build the new AI powered products with technical support from OpenAI. The company will also use its forward deployed engineers to help customers roll out and use the new features. Both companies have partnerships with other AI and software providers, and ServiceNow said it intends to keep its platform open to multiple model makers depending on use cases. The rise of AI agents is expected to add pressure on the IT job market, which has already been weakening as companies slow hiring and invest more in automation. Brad Lightcap, chief operating officer at OpenAI said, "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." ServiceNow said the partnership extends OpenAI's work with large enterprises that already use its technology, including Accenture, Walmart, PayPal, Intuit, Target, Thermo Fisher, BNY, Morgan Stanley, and BBVA. OpenAI said more than 1 million business customers worldwide are now using its services. In June last year, OpenAI also entered into a multi-year strategic collaboration with HLCTech to drive large-scale enterprise AI transformation, becoming one of the first strategic services partnerships of OpenAI.

ServiceNow Taps OpenAI In 3-Year Deal For Enterprise AI Agents - ServiceNow (NYSE:NOW)

OpenAI and ServiceNow Inc. (NYSE:NOW) are deepening their AI push as the software maker looks to embed advanced automation into core business workflows and reignite growth momentum. OpenAI and ServiceNow entered a three-year partnership to embed OpenAI's AI models directly into ServiceNow's business software, allowing customers to use ChatGPT-powered tools inside everyday workflows. Under the agreement, ServiceNow will rely on OpenAI's models within its platform and has committed revenue to OpenAI, though the companies did not disclose financial details. Brad Lightcap, OpenAI's chief operating officer, said enterprises want OpenAI's intelligence built straight into ServiceNow processes, the Wall Street Journal reported on Tuesday. Enterprise AI Push Benefits Both Companies For OpenAI, the partnership supports its push to expand enterprise adoption. For ServiceNow, the agreement offers a faster way to add advanced AI capabilities without developing its own large models. ServiceNow plans to build AI voice agents for customer service using OpenAI's speech models, according to ServiceNow president and COO Amit Zavery. ServiceNow engineers will develop these tools with OpenAI's guidance and help customers deploy them. Strategic Moves Come As ServiceNow Seeks Growth The AI partnership follows a challenging period for ServiceNow. The stock tanked 41% over the last 12 months, as it failed to meet quarterly EPS estimates in the previous 4 quarters. In December, ServiceNow shared plans to buy cybersecurity firm Armis in a $7.75 billion all-cash deal. The company funded the acquisition with cash on hand and debt, with the transaction expected to close in the second half of 2026, pending regulatory approvals. The deal is designed to help ServiceNow offer more proactive, automated cybersecurity across all connected devices. NOW Price Action: ServiceNow shares were down 0.80% at $126.29 at the time of publication on Tuesday. The stock is trading at a new 52-week low, according to Benzinga Pro data. Photo Courtesy: YAKOBCHUK V via Shutterstock NOWServiceNow Inc $127.580.21% Overview Market News and Data brought to you by Benzinga APIs

ServiceNow Teams With OpenAI to Offer Customers AI Agents | PYMNTS.com

The agreement, announced Tuesday (Jan. 20) will see OpenAI technical advisors and ServiceNow engineers work together to offer customers access to custom ServiceNow AI solutions designed for their needs, as well as increased speed and scale with no need for bespoke development. "With OpenAI, ServiceNow is building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments," Amit Zavery, president, chief operating officer and chief product officer at ServiceNow, said in a news release. "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." According to the release, the collaboration will involve ServiceNow developing direct speech-to-speech technology using OpenAI models to remove language barriers and provide more natural interactions. "With the latest OpenAI models including GPT-5.2, ServiceNow will unlock a new class of AI-powered automation for the world's largest companies," the companies said. The partnership is happening at a time when -- according to the latest edition of The CAIO Report from PYMNTS Intelligence -- companies across several industries are converging around the same group of high-impact uses for agentic AI. Instead of fragmenting into niche or industry-specific uses, the report found agentic AI adoption is centering around a "common set of high-leverage functions," PYMNTS wrote Tuesday. These include customer insight, product lifecycle management and strategic analytics. Executive interest in these areas among those surveyed typically surpasses 80% across industries, particularly in the tech field where it approaches percentages in the low 90s. "What ties these use cases together is not the function itself, but the nature of the work," the report continued. "These are areas where insight depends on synthesizing diverse inputs and coordinating across boundaries. Traditional software can struggle here. Humans can struggle too. Autonomous agents, in theory and increasingly in practice, are well suited to fill the gap." The OpenA/ServiceNow partnership comes one day after OpenAI's finance chief said the company's annual recurring revenue had exceeded $20 billion in 2025, up from $6 billion in 2024 and $2 billion in 2023. OpenAI also recently revealed plans to begin testing ads in the U.S. for its Free and Go tiers within weeks, "so more people can benefit from our tools with fewer usage limits or without having to pay," as the company said in a news release.

ServiceNow stock rises on OpenAI partnership to enhance AI capabilities By Investing.com

Investing.com - ServiceNow (NYSE:NOW) announced a multi-year collaboration deal with OpenAI on Tuesday, enabling direct access to frontier model capabilities within its platform without requiring custom development. RBC Capital maintained its Outperform rating and $195.00 price target on ServiceNow following the announcement. The partnership will allow OpenAI models to power ServiceNow agents for customers, with ServiceNow's AI Control tower providing governance and orchestration for visibility into model usage and actions. Specific applications include AI assistance, AI-powered summarization and content generation, developer and admin tools, and intelligent search and discovery. According to an unconfirmed Wall Street Journal article, the deal spans three years and depends on customers using OpenAI models within ServiceNow, while also including a revenue commitment from ServiceNow to OpenAI. RBC Capital views the partnership positively, noting it demonstrates ServiceNow's importance in organizational workflows and OpenAI's desire for access to enterprise-grade customers. RBC Capital analysts believe the integration could help increase adoption of Now Assist as organizations gain access to broader use cases. The firm expects more details about the partnership during ServiceNow's Q4 earnings call on January 28, including potential revenue commitments and impacts on Now Assist ACV, which management estimated would reach $1 billion by the end of 2026. ServiceNow was RBC Capital's top non-consensus pick in its 2026 outlook, with the firm expecting slight upside to Q4 results and an in-line 2026 guidance. The analysts believe the integration could drive more ServiceNow consumption, supporting their bullish thesis on the stock. This article was generated with the support of AI and reviewed by an editor. For more information see our T&C.