ServiceNow, a leading software company specializing in enterprise IT process management, issued a joint statement with OpenAI on January 20th, announcing that the two companies have officially signed a multi-year cooperation agreement. In the future, the more than 80 billion workflows that global enterprises run annually on the ServiceNow platform will be directly connected to OpenAI's cutting-edge models, including GPT-5.2, allowing AI to not just be an auxiliary tool, but to actively participate in the operation of core enterprise processes.
ServiceNow partners with OpenAI, making cutting-edge models the core of enterprise process operations.
The collaboration agreement announced that ServiceNow will expand enterprise customers' access to cutting-edge OpenAI models and make OpenAI a "priority intelligence capability" on the ServiceNow platform.
ServiceNow points out that global enterprises currently run more than 80 billion workflows annually on its platform, covering departments such as IT, finance, business, and human resources. In the future, these workflows can be directly integrated with OpenAI models, making AI not just an auxiliary tool, but a formal part of the core processes of enterprises.
GPT-5.2 is integrated into enterprise platforms, enabling AI to participate in judgment, decision-making, and execution.
The agreement states that ServiceNow's AI platform will integrate cutting-edge OpenAI models, such as GPT-5.2, directly into enterprise workflows.
AI can understand what is happening, help determine the next step, and take direct action within the enterprise's existing security architecture. ServiceNow states that this design allows large global enterprises to use AI for large-scale automation across departments such as IT, finance, operations, and human resources.
From employee inquiries to process initiation, AI can directly complete the task.
Both parties listed several scenarios that can be used by enterprises in practice, including employees asking questions in natural language and AI providing actionable answers based on internal enterprise data; events, cases, knowledge articles, and customer service interactions can be automatically organized and generated by AI, reducing manual processing; developers and administrators only need to state their needs, and AI can turn them into processes and automation settings; intelligent search can also accurately find the required information in various systems.
Employees can simply say, "I want to see my benefits" or "This customer issue needs escalation," and the system will automatically determine and initiate the relevant process. Both parties also revealed that they will move towards voice and multimodal interaction in the future, allowing users to interact with AI by speaking, typing, or using visual methods. OpenAI will also support ServiceNow's voice-to-voice and native voice technologies.
Since 2023, the cooperation between the two parties has been deepening.
This isn't the first time the two companies have collaborated. Back in 2023, ServiceNow integrated Microsoft Azure OpenAI Service into its platform. This time, however, it's an "upgraded collaboration," moving from simply using OpenAI technology to making OpenAI a core AI partner.
ServiceNow has thus expanded from a traditional IT management platform to non-IT areas such as HR and customer service.
This article, "OpenAI Partners with ServiceNow: Automating Enterprise Operations, with GPT-5.2 as the Core Engine," first appeared on ABMedia, a ABMedia .
