ServiceNow (NYSE:NOW) shares rose more than 2% in premarket trading on Tuesday after The Wall Street Journal reported that the company has entered into a three-year agreement with OpenAI to integrate the ChatGPT developer’s AI models directly into ServiceNow’s business software.
According to the report, the deal will let ServiceNow customers deploy OpenAI models across core workflows spanning IT operations, customer service and enterprise processes. The WSJ said the agreement includes a revenue commitment from ServiceNow to OpenAI, although specific financial terms were not disclosed.
The partnership was described as part of a wider shift toward AI agents becoming a standard feature within major enterprise software platforms. Rivals such as Salesforce, SAP and Workday have already rolled out embedded agents designed to act autonomously on users’ behalf.
OpenAI chief operating officer Brad Lightcap told the WSJ that “enterprises want OpenAI intelligence applied directly into ServiceNow workflows,” adding that customers are increasingly looking for “agentic and multimodal experiences” that function like AI teammates.
As part of the collaboration, ServiceNow is expected to develop AI-powered voice agents for customer service using OpenAI’s speech-focused model. The report also said the company plans to incorporate OpenAI’s computer-use model, enabling agents to carry out IT tasks such as restarting devices or accessing data within legacy systems.
ServiceNow executives told the WSJ that the alliance allows the company to roll out advanced AI capabilities without having to build them entirely in-house.