ServiceNow Teams With OpenAI to Offer Customers AI Agents

The agreement, announced Tuesday (Jan. 20) will see OpenAI technical advisors and ServiceNow engineers work together to offer customers access to custom ServiceNow AI solutions designed for their needs, as well as increased speed and scale with no need for bespoke development.

“With OpenAI, ServiceNow is building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments,” Amit Zavery, president, chief operating officer and chief product officer at ServiceNow, said in a news release.

“As companies shift from experimenting with AI to deploying it at scale, they need the power of multiple AI leaders working together to deliver faster, better outcomes. Bringing together our respective technologies will drive faster value for customers and more intuitive ways of working with AI.”

According to the release, the collaboration will involve ServiceNow developing direct speech-to-speech technology using OpenAI models to remove language barriers and provide more natural interactions.

“With the latest OpenAI models including GPT-5.2, ServiceNow will unlock a new class of AI-powered automation for the world’s largest companies,” the companies said.

The partnership is happening at a time when — according to the latest edition of The CAIO Report from PYMNTS Intelligence — companies across several industries are converging around the same group of high-impact uses for agentic AI.

Instead of fragmenting into niche or industry-specific uses, the report found agentic AI adoption is centering around a “common set of high-leverage functions,” PYMNTS wrote Tuesday.

These include customer insight, product lifecycle management and strategic analytics. Executive interest in these areas among those surveyed typically surpasses 80% across industries, particularly in the tech field where it approaches percentages in the low 90s.

“What ties these use cases together is not the function itself, but the nature of the work,” the report continued.

“These are areas where insight depends on synthesizing diverse inputs and coordinating across boundaries. Traditional software can struggle here. Humans can struggle too. Autonomous agents, in theory and increasingly in practice, are well suited to fill the gap.”

The OpenA/ServiceNow partnership comes one day after OpenAI’s finance chief said the company’s annual recurring revenue had exceeded $20 billion in 2025, up from $6 billion in 2024 and $2 billion in 2023.

OpenAI also recently revealed plans to begin testing ads in the U.S. for its Free and Go tiers within weeks, “so more people can benefit from our tools with fewer usage limits or without having to pay,” as the company said in a news release.