ServiceNow expands its collaboration with OpenAI through the integration of GPT-5.2 and new AI-driven voice control, among other things.
ServiceNow and OpenAI are deepening their collaboration with the aim of making AI more widely applicable in enterprises. The collaboration makes it possible to integrate the latest OpenAI models, including GPT-5.2, directly into the ServiceNow platform. This allows companies to deploy AI applications that handle tasks autonomously, automate processes and deliver immediately usable results.
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An important component is the development of new voice technology. This allows employees to communicate with systems in their own language. The technology automatically opens files, requests approvals and initiates follow-up steps.
In addition, the integration ensures that older or less structured systems can also be automated via AI. For example, documents are automatically converted into usable data. This, in turn, makes it possible to streamline and automate new processes.
Overview and control
Within the collaboration, ServiceNow provides an overview of how AI is used within an organization. Companies can track which applications are active, what data they use and what actions they take. This should provide more transparency and control.
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The new capabilities build on existing AI functions within ServiceNow, such as AI support via voice or text, help with writing documentation, support for developers and smart search functions.
ServiceNow as an AI platform
ServiceNow sees itself today as the ideal platform for AI. The company has now completely transformed itself from an ITSM expert to a provider of a complete suite of business software, including CRM. By covering many aspects of business operations via a single platform, using central data, ServiceNow can link and automate processes.
A company-wide integration with curated central data is, at least on paper, the ideal breeding ground for AI. ServiceNow wants to invest heavily in this. The collaboration with OpenAI is part of the ambition to quickly bring modern AI capabilities to the ServiceNow platform.