ServiceNow powers actionable enterprise AI with OpenAI
OpenAI News要点：
- 多年期协议将扩大 OpenAI 前沿模型在 ServiceNow 客户中的可用性。
- 对于每年在 ServiceNow 平台上运行超过 800 亿 次工作流的企业， OpenAI 模型将成为首选的智能能力。
- OpenAI 将在 ServiceNow 中支持端到端的语音到语音与原生语音技术。
ServiceNow 被视为推动企业再造的 AI 指挥塔，今日宣布 OpenAI 将成为在其平台上每年运行超过 800 亿 次工作流的企业的首选智能能力。
全球企业依赖 ServiceNow 来编排保持系统与运营平稳运行的工作流。在技术分散于多个系统、团队与供应商的复杂环境中， ServiceNow 将各方连接起来——帮助组织及早发现问题、将任务分配给合适的人、管理审批并迅速化解难题，从而保障业务连续性。
ServiceNow 的 AI Platform 将把像 GPT‑5.2 这样的 OpenAI 模型直接嵌入企业工作流，让 AI 理解当前状况、协助判断下一步并在客户的安全基础设施内采取行动。借助 OpenAI， ServiceNow 将为全球大型企业解锁新一轮自动化能力，按规模向 IT、财务、销售、人力资源等任何职能或部门提供企业级智能。
“ ServiceNow 在以 AI 驱动的工作流领域领先市场，为现实场景的 AI 成果制定企业标准，” ServiceNow 总裁兼首席运营官及首席产品官 Amit Zavery 表示。“ ServiceNow 与 OpenAI 正在共同构建未来的 AI 体验：在复杂的企业环境中部署能够端到端采取行动的 AI，而非仅限于沙盒测试。当企业从试验转向大规模部署 AI 时，需要多家 AI 领导者协同发力，以更快、更好地交付成果。我们将工程团队与各自技术结合，将为客户带来更快的价值与更直观的 AI 工作方式。”
“ ServiceNow 正在帮助企业把具代理能力的 agentic AI 引入到安全、可扩展且能带来可衡量结果的工作流中，” OpenAI 首席运营官 Brad Lightcap 说。“在 ServiceNow 中集成 OpenAI 的前沿模型与多模态能力后，各行各业的企业都将从能够在最复杂环境中端到端处理工作的智能中受益。”
借助 OpenAI， ServiceNow 的 AI Platform 将利用像 GPT‑5.2 这样的前沿智能，使客户能更清楚地掌握事态并在企业工作流内采取行动。
为企业客户驱动可执行的 AI 工作流
ServiceNow 与 OpenAI 将支持企业采用能够跨任务推理、并在较少人工干预下完成工作的 AI 系统。客户可以在 ServiceNow 工作流中并行调用 OpenAI 模型，以实现：
- 员工可用自然语言提问，并基于真实企业数据获得明确且可执行的回答。
- 针对事故、个案、知识文章与服务互动的 AI 驱动摘要与内容生成，减少人工操作，帮助团队更快解决问题。
- 将意图转化为工作流、逻辑与自动化的开发者与管理员工具，大幅加速业务流程的构建与更新。
- 智能搜索与发现，在需要时从企业系统中精确提取相关信息。
举例来说，员工在一个将数据、模型、AI 模态与工作流汇聚的直观界面中，用朴素语言提出需求，如“我想查看我的福利”或“这个客户问题需要升级处理”。内置于 ServiceNow AI Platform 的 GPT‑5.2 不仅给出答案，还会采取行动：该模型与 ServiceNow 的工作流引擎配合，能够访问企业数据、遵守治理与权限规则，并提供触发实际操作的洞见。 GPT‑5.2 可补充背景信息、判断下一步应如何处理，并通过 ServiceNow 平台推动工作流完成审批与更新直至任务闭环。对员工而言，这就像与一位聪明的同事对话；而在幕後，AI 正在端到端运行业务工作流。
展望未来， ServiceNow 与 OpenAI 将共同推动更自然的多模态体验，使用户可以通过语音、键入或视觉输入无缝与 AI 代理交互。
ServiceNow 扩展了 OpenAI 与全球最大、最成熟企业的合作，包括 Accenture、 Walmart、 PayPal、 Intuit、 Target、 Thermo Fisher、 BNY、 Morgan Stanley、 BBVA 等多家企业。
目前已有超过一百万家企业客户直接使用 OpenAI——这是史上增长最快的企业级平台之一。
Key takeaways:
- Multi-year agreement expands ServiceNow customer access to OpenAI frontier models.
- OpenAI models will be a preferred intelligence capability for enterprises that run more than 80 billion workflows each year in ServiceNow.
- OpenAI will support direct speech-to-speech and native voice technology in ServiceNow.
ServiceNow, the AI control tower for business reinvention, today announced OpenAI will be a preferred intelligence capability for enterprises that run more than 80 billion workflows each year on its platform.
Enterprises around the world use ServiceNow to orchestrate workflows that keep their systems and operations running smoothly. In complex environments where technology is spread across many systems, teams, and vendors, ServiceNow ties everything together—helping organizations spot issues early, route work to the right people, manage approvals, and resolve challenges quickly so the business keeps moving.
ServiceNow’s AI Platform brings OpenAI models like GPT‑5.2 directly into these enterprise workflows, so AI can understand what’s happening, help decide what to do next, and take action within a customer’s secure infrastructure. With OpenAI, ServiceNow will unlock a new level of automation for the world’s largest companies enabling enterprise intelligence at scale for any function or department including IT, finance, sales, human resources, and more.
“ServiceNow leads the market in AI-powered workflows, setting the enterprise standard for real-world AI outcomes,” said Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow. “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. 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.”
“ServiceNow is helping enterprises bring agentic AI into workflows that are secure, scalable, and designed to deliver measurable outcomes,” said Brad Lightcap, chief operating officer at OpenAI. “With OpenAI frontier models and multimodal capabilities in ServiceNow, enterprises across every industry will benefit from intelligence that handles work end to end in even the most complex environments.”
With OpenAI, the ServiceNow AI Platform will leverage frontier intelligence like GPT‑5.2 so customers can understand more about what’s happening and take action inside enterprise workflows.
Powering actionable AI workflows for enterprise customers
ServiceNow and OpenAI will support enterprises in adopting AI systems that can reason across tasks and carry out work with little human intervention. Customers can leverage OpenAI models alongside with ServiceNow workflows:
- AI assistance that lets employees ask questions in natural language and get clear, actionable answers based on real enterprise data.
- AI-powered summarization and content generation for incidents, cases, knowledge articles, and service interactions, helping teams resolve issues faster with less manual effort.
- Developer and admin tools that turn intent into workflows, logic, and automation, dramatically speeding how business processes are built and updated.
- Intelligent search and discovery that pulls the right information from across enterprise systems exactly when it’s needed.
For example, employees use ServiceNow in an intuitive experience where data, models, AI modalities, and workflows converge to ask for what they need in plain language, like “I need to view my benefits” or “this customer issue needs to be escalated.”
With GPT‑5.2 built directly into the ServiceNow AI Platform, those requests aren’t just answered—they’re acted on. The model pairs with the ServiceNow workflow engine, where it can access enterprise data, respect governance and permissions, and provide insights to trigger real actions. GPT‑5.2 helps add more context, decide what should happen next, and, via the ServiceNow platform, move work through approvals, and updates until it’s done. To employees it feels like chatting with a smart coworker; behind the scenes, it’s AI running real enterprise workflows end to end.
Looking ahead, ServiceNow and OpenAI will build toward more natural, multimodal experiences, where users can talk, type, or use visuals to interact with AI agents seamlessly.
ServiceNow extends OpenAI’s work with the world’s largest and most established enterprises, including Accenture, Walmart, PayPal, Intuit, Target, Thermo Fisher, BNY, Morgan Stanley, BBVA, and many more.
More than 1 million business customers around the world are directly using OpenAI—the fastest-growing business platform in history.
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