January 20, 2026 — Leads & Copy — ServiceNow and OpenAI have announced an enhanced strategic collaboration aimed at powering agentic AI experiences and accelerating enterprise AI outcomes. The agreement, ServiceNow says, unlocks a deep collaboration between OpenAI technical advisors and ServiceNow engineers, providing customers with direct access to frontier capabilities and custom AI solutions.
According to the press release, customers will benefit from increased speed and scale without bespoke development. ServiceNow intends to develop speech-to-speech technology using OpenAI models to overcome language barriers and facilitate more natural interactions. The company says that leveraging the latest OpenAI models, including GPT-5.2, ServiceNow will introduce a new class of AI-powered automation for large companies.
Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow, stated that the company is setting the enterprise standard for real-world AI outcomes. He added that this collaboration with OpenAI will build the future of AI experiences, enabling the deployment of AI that takes end-to-end action in complex enterprise environments.
Brad Lightcap, chief operating officer at OpenAI, said that ServiceNow is helping enterprises bring agentic AI into workflows that are secure, scalable, and designed to deliver measurable outcomes. According to Lightcap, enterprises across various industries will benefit from intelligence that handles work end to end in even the most complex environments via OpenAI frontier models and multimodal capabilities in ServiceNow.
ServiceNow says that the integration of OpenAI models into the ServiceNow AI Platform complements a customer’s ServiceNow configuration management database (CMDB) and offers native, embedded access to intelligence. ServiceNow’s AI Control Tower is designed to provide the governance and orchestration layer, giving organizations centralized visibility into how models are applied across workflows and how AI-driven actions are executed at scale in a controlled, auditable way.
The collaboration aims to deliver real-time speech-to-speech AI agents that can listen, reason, and respond naturally without text intermediation. This capability is designed to allow users to speak in their preferred language and receive an instant response from an AI agent that can open a case, trigger an approval, and orchestrate next steps without translation delays.
Additionally, computer-use models from OpenAI are intended to unlock a new class of IT automation for ServiceNow customers by enabling interactions with systems. By converting unstructured documents into actionable data, this capability extends secure, context-aware automation across more environments, enabling autonomous orchestration of workplace tools, automation of legacy systems, and greater efficiency across IT landscapes.
The agreement builds on ServiceNow’s existing efforts to offer customers access to OpenAI models for AI assistance, AI-powered summarization and content generation, developer and admin tools, and intelligent search and discovery.
ServiceNow says it powers more than 80 billion workflows annually and intends to bring customers new capabilities that enable more advanced automation and workflows across industries and use cases through this partnership.
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Source: ServiceNow
