ServiceNow and OpenAI have expanded their partnership with a multi-year deal that puts real-time voice agents and computer-use automation at the center of the CX conversation.
The agreement makes OpenAI's frontier models, including GPT-5.2, a preferred intelligence option on the ServiceNow platform.
The two companies are building custom AI solutions designed to move faster from pilot to production, with "no bespoke development required."
Amit Zavery, President, COO, and CPO at ServiceNow, framed the collaboration as a shift from experimentation to execution at enterprise scale.
“ServiceNow leads the market in AI-powered workflows, setting the enterprise standard for real-world AI outcomes,” he said.
“With OpenAI, ServiceNow is building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments,”
“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.,”
The partnership centers on three capabilities: real-time speech-to-speech agents, computer-use automation, and a governance layer designed to keep AI-driven decisions auditable.
Voice Agents That Drive Workflows, Not Just Conversations
ServiceNow is working with OpenAI to build real-time, speech-to-speech AI agents that operate directly in audio, without bouncing through text intermediation.
According to the announcement, these agents can “listen, reason, and respond naturally without text intermediation.”
A customer can speak in their preferred language and receive an instant response from an AI agent that “opens a case, triggers an approval, and orchestrates next steps without translation delay — reducing latency, preserving meaning, and eliminating unnecessary handoffs.”
For contact centers, this tackles familiar friction points. IVRs that trap callers in menus, voicebots that lose context, and agents manually rekeying information all create delays.
By wiring speech agents directly into ServiceNow workflows, the phone line becomes a transactional channel capable of driving requests through to resolution.
Computer-Use Automation for Legacy CX Journeys
The second pillar targets the legacy systems that usually limit how far AI can go in a customer journey.
