ServiceNow and OpenAI Launch Strategic Alliance to Deliver Agentic AI Workflows

ServiceNow and OpenAI have entered a multi-year agreement to bring frontier intelligence to the world's most critical business workflows. Announced on January 20, 2026, the deal establishes OpenAI as a preferred intelligence capability for the ServiceNow platform. This integration targets the massive scale of 80 billion workflows processed annually by ServiceNow customers across the globe. The collaboration represents a pivot from digital assistants to agentic AI systems that independently reason and execute tasks. By embedding GPT-5.2 directly into the ServiceNow AI Platform, companies can now automate entire processes from start to finish. This move aims to solve the challenge of connecting AI intelligence to real world business actions like procurement, customer service, and technical incident resolution.

A standout feature of this partnership is the introduction of direct speech to speech and native voice technology. This allows employees to interact with their systems through natural conversation, making the experience feel like chatting with a knowledgeable coworker. Multimodal capabilities also enable the system to process visual data, allowing users to diagnose hardware issues or complex environments using photos and video.

Security and data governance remain at the forefront of the integration. The AI models operate within the customer’s secure infrastructure, respecting all existing permissions and governance protocols. By grounding decisions in real time enterprise data, the partnership ensures high accuracy and minimizes the risk of incorrect outputs while moving work through approvals and updates.

Companies across various sectors including finance, healthcare, and retail can expect to see results as these tools are rolled out throughout 2026. Current ServiceNow users will see immediate improvements in content generation and developer tools that translate intent into automation logic. This strategic move establishes AI as the functional operating system for modern business operations.