OpenAI and ServiceNow have entered a strategic multiyear partnership that embeds OpenAI technology directly into ServiceNow’s platform, marking a clear enterprise push for the model provider while helping ServiceNow accelerate its move beyond traditional IT services. Under the agreement, ServiceNow will make OpenAI a preferred choice and will use OpenAI models to power autonomous artificial intelligence agents across functions such as IT, HR, and customer service. The deal builds on a relationship that began in 2023 when ServiceNow integrated Microsoft Azure OpenAI Service into its Now platform, and it is framed as a way for both companies to strengthen their positions in the enterprise artificial intelligence market.
Through the partnership, ServiceNow will embed OpenAI’s GPT 5.2 model into its platform to drive autonomous artificial intelligence agents for IT, HR, and customer service workflows. The two vendors will develop real time artificial intelligence voice technology for customer service agents and HR employees, and ServiceNow will use OpenAI’s computer use model to automate systems and desktop-based tasks. Analysts say the arrangement reflects a “design in” strategy in which OpenAI technology is built into another vendor’s products, so that when ServiceNow deploys new capabilities and customers adopt them, OpenAI benefits without having to sell directly to each enterprise. The expanded partnership is described as a way for OpenAI to stay visible and relevant in a crowded artificial intelligence landscape, particularly amid speculation that 2026 could be a year in which some generative artificial intelligence providers lose momentum.
For enterprises, the tie-up is expected to create a trusted path to OpenAI capabilities via ServiceNow’s platform, which may appeal to organizations wary of engaging directly with a frontier model provider. ServiceNow gains more intelligent automation without building its own frontier models, reinforcing its expansion into non-IT domains such as HR and customer service, a move that was bolstered by its acquisition of artificial intelligence and enterprise search vendor Moveworks last March. Analysts highlight that OpenAI’s voice models are seen as critical for future business workflows, with ServiceNow aiming for direct speech-to-speech interactions rather than the current cascade from speech to text and back to speech. At the same time, observers caution that OpenAI must prove it can sustain robust partner support and execution, and that it is not guaranteed to lead the voice artificial intelligence market over the next three to four years as rivals such as Elevenlabs continue to innovate.
