OpenAI and ServiceNow expand partnership with ChatGPT workflow plugin – Unite.AI

OpenAI and ServiceNow announced on October 28, 2026, an expanded partnership that introduces more OpenAI models and agents into ServiceNow products and connects ServiceNow workflows with ChatGPT and Codex, spanning application development, cybersecurity, voice-controlled risk assessment, and new deployments across both companies.

The expansion builds on the multi-year agreement the companies announced on January 20, 2026, which made OpenAI a preferred intelligence capability on the ServiceNow AI platform. Under that agreement, ServiceNow’s AI platform brings OpenAI models, including GPT-5.2, directly into enterprise workflows, and the companies have planned native speech and direct text-to-speech technology in ServiceNow. The January announcement described companies managing more than 80 billion workflows on the platform each year.

Take regulated actions within ChatGPT

A new ServiceNow integration brings business context and workflow actions directly into ChatGPT, allowing teams to investigate issues and take the next step in the same conversation. According to OpenAI’s announcement, an IT team member will be able to find similar incidents, assess the risk of a change, and update a ServiceNow record without leaving ChatGPT. Customers connect ChatGPT to their ServiceNow instance and choose which features to make available, while ServiceNow’s Action Fabric enforces existing business rules and permissions, so the actions people can take reflect their organization’s configuration and access.

ServiceNow described the plugin as a way to go from asking a question to taking a regulated action in a single conversation, with ServiceNow remaining the system where those actions are performed and regulated. The company is also previewing interactive experiences within ChatGPT: In one example, an on-call technician can review linked monitoring alerts, recent changes and affected services, then assign the right team and update the incident record without leaving ChatGPT.

“AI becomes more useful when people can use it in the systems their businesses depend on,” OpenAI president and co-founder Greg Brockman said in the OpenAI announcement. “By combining our models with ServiceNow workflows and business context, we help teams build software, address security risks, and put AI to work in their organizations.”

Planned codex, security and voice capabilities

The companies plan to develop new capabilities in three areas. For application development, a planned Codex integration into ServiceNow’s AI Workflow Factory is designed to help developers build applications using the business context and capabilities of ServiceNow’s platform, while OpenAI templates will also power Build Agent and Autonomous Engineer to support application development and modernization.

On the cybersecurity side, the companies are collaborating on a joint security solution that combines OpenAI’s cybersecurity capabilities with ServiceNow’s resources, identity, and business context. ServiceNow said the goal is to help teams identify, evaluate, validate and mitigate attack paths across code, apps, workloads, networks and identities, noting that a scan of the code base can surface 10,000 to 100,000 existing, synthetic cybersecurity vulnerabilities or more.

ServiceNow said the broader partnership is intended to accelerate its Shift Zero strategy of proactive and preventative security measures, and that it recently joined OpenAI’s Trusted Access for Cyber ​​program. OpenAI, meanwhile, joins ServiceNow’s recently announced Control Tower Alliance as a founding member, an ecosystem that ServiceNow describes as bringing together AI, security, infrastructure and governance leaders to help enterprises adopt trustworthy AI at scale.

As for voice, according to OpenAI, an OpenAI-powered experience in ServiceNow’s Super Intelligence Control Tower will allow people to describe an AI use case aloud, with the system populating rating fields and gathering missing information through follow-up questions. ServiceNow’s version describes a preview in which an enterprise risk professional describes an AI use case aloud, and the voice agent pre-populates questionnaire fields, asks follow-up questions where necessary information is missing or unclear, and automatically assigns a risk rating based on the stated purpose.

Implementations within both companies

ServiceNow plans to offer all employees access to ChatGPT Work and Codex, expanding beyond its technical organization. OpenAI said ServiceNow engineers can use Codex to explore code bases, make changes and run tests, while teams across the company can use ChatGPT Work in their daily work. ServiceNow also plans to use OpenAI capabilities in its internal security work.

OpenAI said it will use ServiceNow workflows in its operations, supported by the Super Intelligence Control Tower. The ServiceNow release describes OpenAI as intending to use ServiceNow in all of its operations.

ServiceNow President and CEO Bill McDermott called the expansion the beginning of a new chapter of business reinvention, saying in the ServiceNow announcement: “ServiceNow is the Super Intelligence control tower that orchestrates, protects and governs artificial intelligence across the enterprise.”

Availability

The ServiceNow MCP plugin has been available on the OpenAI marketplace since October 28, 2026, with improved functionality expected by the end of 2026, according to the companies. Voice capabilities in the Super Intelligence Control Tower are expected in Q1 2027. OpenAI-based security capabilities are expected to enter early access in January 2027, with general availability expected in Q2 2027. Codex in AI Workflow Factory is expected to be available in 2027.