ServiceNow has entered a strategic three-year partnership with OpenAI, integrating GPT-5.2 into its enterprise workflow platform. This collaboration highlights the urgency with which traditional software companies are adapting to AI advancements. By embedding AI agents into its workflow automation, ServiceNow empowers enterprise customers to interact seamlessly with their software. Additionally, the integration will feature AI voice technology, enabling employees to communicate with the platform as if conversing with a colleague.
Amit Zavery, ServiceNow’s COO, emphasized that this partnership will accelerate value for customers and enhance intuitive AI interactions. The deal emerges amid an identity crisis in the software sector, where companies like Salesforce and Oracle scramble to redefine their value propositions in light of AI’s disruptive potential. ServiceNow is actively positioning itself as an “AI control tower” through strategic acquisitions, including the recent $8 billion deal for cybersecurity firm Armis and other AI-driven companies, underlining its commitment to innovation in enterprise solutions.
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