ServiceNow and OpenAI collaborate to deepen and accelerate AI outcomes in enterprises

A ServiceNow, the AI control tower for business reinvention, and OpenAI announce a strategic and enhanced collaboration to drive assertive AI experiences and accelerate AI outcomes in enterprises. The agreement enables deep collaboration between OpenAI technical consultants and ServiceNow engineers, who will utilize their cutting-edge models.This will provide customers with direct access to innovative capabilities, ServiceNow custom AI solutions, built and aligned to their strategic plans, as well as offering greater speed and scalability without the need for bespoke development. ServiceNow will develop OpenAi speech recognition technology using OpenAI models to overcome language barriers and deliver more recent ServiceAi-class interactions with more natural ones.  

“A ServiceNow leads the artificial intelligence workflow market by setting the business standard for real-world AI outcomes”, says Amit Zavery, president, chief operating officer and chief product officer of ServiceNow. “With OpenAI, ServiceNow is building the future of AI experiences with this technology: implementing AI that performs end-to-end actions in complex enterprise environments.As companies move from AI experimentation to implementation at scale, they need the power of multiple leaders working together to deliver better, faster results.” 

“A ServiceNow is helping enterprises incorporate active AI into secure, scalable, and engineered workflows to drive measurable” results, says Brad Lightcap, chief operating officer at OpenAI.“With OpenAI's cutting-edge models and ServiceNow's multimodal capabilities, companies across industries will benefit from an intelligence that manages work end-to-end, even in the most complex environments.”  

Coinnovation that drives faster and easier customer adoption 

With the accelerated rollout of new AI models, large enterprises need help keeping their workflows aligned with the latest innovations. Integrating OpenAI models with the ServiceNow AI platform complements the ServiceNow configuration management database (CMDB) that operates on the customer, while also offering native, integrated intelligence access to further inform actions to be taken on workflows. The ServiceNow AI control tower provides a layer of governance and orchestration, giving organizations centralized visibility into how models are applied to workflows, how they interact with enterprise data and systems, and how AI-driven actions are performed at scale. 

• Voice agents speech-to-speech in real time: With OpenAI, ServiceNow is working on speech AI agents to have real-time speech that can hear, reason and respond naturally, without text intermediation.For example, a user can speak in their preferred language and receive an instant response from an AI agent that opens a case, triggers an approval, and orchestrates the next steps without translation delay - reducing latency, preserving meaning, and eliminating unnecessary transfers. 
• Improved automation: OpenAI computer usage models unlock a new class of IT automation for ServiceNow customers, enabling interactions with systems. By transforming unstructured documents into actionable data, this capability extends secure, contextualized automation to more environments & enabling autonomous orchestration of work tools such as email and chat, automation of legacy systems (including mainframes), and greater efficiency in complex IT scenarios. 

Generation of AI impact with proven success 

This agreement continues ServiceNow's long-term efforts to offer customers the option to access OpenAI models to: 

• AI Assistance that allows employees to ask questions in natural language and get clear, practical answers through voice-to-text conversion capabilities; 
• Summary and content generation with AI technology for incidents, cases, knowledge articles, and service interactions - HELPING teams solve problems faster and with less manual effort; and; 
• Tools for developers and administrators that transform intentions into workflows, logic and automation, dramatically accelerating the creation and updating of business processes; 
• Intelligent searches and discoveries that extract the right information from all corporate systems whenever needed. 

ServiceNow enables more than 80 billion workflows per year.In partnership with OpenAI, the company offers customers innovative new features that enable automation and even more advanced workflows across multiple industries and use cases.