The collaborations just keep coming in the Cloud Wars Top 10. The latest industry leaders to join forces are ServiceNow and the most recent entry to the list of the world’s leading cloud companies, OpenAI.
ServiceNow has announced that it will tap OpenAI models as a “preferred intelligence capability” for upwards of 80 billion annual customer workflows. In short, the two companies have signed a multi-year agreement that significantly enhances ServiceNow customers’ access to OpenAI models. Let’s dig into the details.
AI-Enhanced Workflows
“Together, Service and OpenAI are building the future of AI experiences: deploying AI that takes end-to-end action in complex enterprise environments — not sandboxes,” said Amit Zavery, President, Chief Operating Officer, and Chief Product Officer at ServiceNow. “As companies shift 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 engineering teams and our respective technologies will drive faster value for customers and more intuitive ways of working with AI.”
So, what does this future of AI experiences look like in the ServiceNow/OpenAI partnership? ServiceNow engineers are collaborating with OpenAI technical advisors to give ServiceNow customers direct access to the features delivered by OpenAI’s frontier models, as well as to custom ServiceNow AI solutions.
This joint effort aims to embed AI more deeply into enterprise workflows. It’s a unified approach to innovation by two of the biggest names in the AI space which could have a profound impact for ServiceNow’s customers.
Ultimately, this direct access marks a shift, enabling ServiceNow customers to leverage OpenAI’s powerful models to support AI analysis, understanding, and automated and prompted actions within the flow of work:
- Employees can receive AI assistance by asking questions in natural language and get concise answers based on in-house company data, improving productivity. This feature supports multiple languages thanks to direct speech-to-speech and native voice technology, making it accessible to a global workforce.
- Users can tap AI-powered summarization and content generation to reduce manual input and help expedite incident resolution.
- A range of developer and admin tools will “turn intent into workflows, logic, and automation,” ensuring that the process of building and revising business processes is as fast and efficient as possible.
- With intelligent search and discovery, users can leverage data from any system across the enterprise technology stack, all within the flow of work.
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Final Thoughts
ServiceNow already had a formidable product with its AI platform and standout AI Control Tower for security and governance. However, embedding access to OpenAI’s frontier models is a major step forward, transforming how customers interact with AI and what they can accomplish in their workflows.
This boost in “AI assistance” is shifting the goalposts. It’s no longer just about using AI to ask questions about workflows; it’s about integrating AI into those workflows actively. ServiceNow is looking toward an agentic future, and through this collaboration, it is helping its customers embrace it by delivering faster, customized AI solutions without the heavy lifting typically required on the development side.
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