OpenAI partners with ServiceNow: Automating enterprise operations processes, GPT-5.2 becomes the core engine

ServiceNow, a major software company focused on enterprise IT process management, announced a joint statement with OpenAI on 1/20, revealing that both parties have officially signed a multi-year cooperation agreement. In the future, over 80 billion workflows operated annually by global enterprises on the ServiceNow platform will be directly connected to OpenAI’s cutting-edge models, including GPT-5.2, making AI not just an auxiliary tool but an active participant in core enterprise processes.

ServiceNow Partners with OpenAI, Cutting-Edge Models Become Central to Business Operations

The cooperation agreement states that ServiceNow will expand enterprise customer access to OpenAI’s advanced models and make OpenAI a “priority intelligence capability” on the ServiceNow platform.

ServiceNow points out that currently, more than 80 billion workflows are run annually on its platform across departments such as IT, finance, business, and HR worldwide. In the future, these workflows can be directly integrated with OpenAI models, allowing AI to move beyond assistance to actively entering core enterprise processes.

GPT-5.2 Enters Enterprise Platforms, Enabling AI to Participate in Judgment, Decision-Making, and Execution

The agreement indicates that ServiceNow’s AI platform will directly incorporate OpenAI’s frontier models like GPT-5.2 into enterprise workflows.

AI can understand what is happening, assist in determining the next steps, and take direct action within the company’s existing security framework. ServiceNow states that this design will enable large global enterprises across IT, finance, business, and HR departments to utilize AI for large-scale automation.

From Employee Queries to Workflow Activation, AI Can Complete Tasks Directly

Both parties listed various practical enterprise scenarios, including employees asking questions in natural language, with AI providing actionable answers based on internal data; automatic organization and generation of incident reports, cases, knowledge articles, and customer service interactions to reduce manual handling; developers and administrators simply stating their needs, with AI converting them into workflows and automation settings; and intelligent search capable of precisely locating required information across systems.

Employees can just 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 sides also revealed that future development will focus on voice and multimodal interactions, allowing users to speak, type, or use visual methods to interact with AI. OpenAI will also support ServiceNow’s voice-to-voice and native speech technologies.

Since 2023, the partnership has been deepening

In fact, this is not their first collaboration. As early as 2023, ServiceNow integrated Microsoft Azure OpenAI Service into its platform. This time is a “升级版合作” (upgraded cooperation), moving from merely using OpenAI technology to directly adopting OpenAI as a core AI partner.

ServiceNow is also expanding from traditional IT management platforms into non-IT fields such as HR and customer service through this partnership.

This article, “OpenAI Partners with ServiceNow: Automating Business Operations with GPT-5.2 as the Core Engine,” first appeared on Chain News ABMedia.