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Service Now just signed a 
three-year deal with Open AI to 

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embed GPT 5.2 directly into its 
enterprise workfield platform. 

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Now this agreement brings Open 
AI technical advisors and 

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ServiceNow engineers together to
build custom AI solutions that 

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enterprises can deploy without 
bespoke development. 

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ServiceNow powers more than 80 
billion workflows every year 

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across different platforms, IT, 
customer service and operations.

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And this new partnership between
these two gives those workflows 

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direct access to frontier AI 
capabilities from ChatGPT and 

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open AI, including real time 
speech to speech voice agents. 

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So when you're on the phone and 
you're talking to an agent from 

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a ServiceNow company, you're 
probably talking to a person. 

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Nope, that's not right. 
You're actually talking to an AI

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now. 
That's what's going to be 

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happening for service now. 
The company that controls the 

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enterprise workflow layer now 
has the keys to one of the most 

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advanced AI systems on this 
planet. 

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And what does that mean for 
every other software company 

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fighting for the same customers?
Open AI is computer use model 

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will also become part of the 
ServiceNow platform, allowing AI

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agents to perform IT tasks like 
restarting devices or accessing 

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data locked in legacy mainframe 
systems. 

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Today, we're going to cover the 
competitive dynamics driving 

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this whole deal. 
It's $12 billion of acquisitions

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that ServiceNow did this year. 
And why this race to become the 

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AI control tower for business 
just got a little bit spicy. 

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And we're going to do that right
If this very short break. 

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ServiceNow is betting big on 
becoming the central hub where 

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AI meets enterprise. 
The company has spent more than 

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$12 billion on acquisitions in 
2025, including Moveworks for 

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2.85 billion, cybersecurity 
startup Vasa for roughly a 

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billion and Armas for 7.75 
billion in its largest purchase 

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ever. 7 acquisitions in a year 
makes a sharp departure from a 

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company that built its 
reputation on organic growth and

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the mantra of one platform, 1 
architecture, one data model. 

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Now this Open AI partnership 
accelerates that strategy by 

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adding frontier AI capabilities 
the company could not build 

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internally on the same timeline.
ServiceNow now processes more 

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than 80 billion workflows 
annually across the Fortune 500,

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and the company wants every one 
of those workflows running on 

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its AI infrastructure. 
Brad Lightcap, who's Open AI 

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chief operating officer, told 
The Wall Street Journal that 

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enterprises want open AI 
intelligence applied directly 

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into ServiceNow workflows. 
Customers increasingly seek what

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Lightcap calls agentic and 
multimodal experiences that 

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behave like AIT mates rather 
than just chat bots answering 

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questions for you. 
And the deal includes a revenue 

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commitment from Service Now to 
Open AI, though neither company 

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disclosed the actual financial 
terms. 

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Open AI has been pursuing 
similar enterprise software 

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partnerships, including deals 
with Intuit and $100 million 

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commitment from Databricks last 
September. 

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This is Open AI strategy for 
turning research breakthroughs 

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into recurring enterprise 
revenue. 

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Find the platforms where 
businesses already run their 

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operations and then embed 
frontier models directly into 

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those systems. 
ServiceNow gives Open AI access 

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to 85% of the Fortune 500 
through this single integration.

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Now, the technical integration 
goes beyond just API access. 

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That's pretty simple. 
ServiceNow plans to build speech

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to speech AI agents for customer
service using Open AI Voice 

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Focus models. 
These agents will listen, 

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reason, and respond in natural 
language without converting 

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speech to text first. 
A user could speak in their 

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preferred language and receive 
an instant response from an AI 

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agent that opens a case, 
triggers an approval, and 

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orchestrates next steps without 
translation delays. 

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That capability eliminates the 
latency and context loss that 

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plague current automated 
customer service systems. 

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Current voice automation 
typically converts speech to 

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text process That text through 
an AI model, generates a text 

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response, and then it converts 
it back to speech. 

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Each conversation step 
introduces delays and loses 

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nuances, and speech to speech 
processing cuts out the middle 

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steps entirely and preserves the
natural flow of the conversation

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and service. 
Now this is huge. 

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They'll also integrate open a is
computer use model to unlock 

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what the company calls a new 
class of IT automation. 

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IT professionals, watch out, A 
is actually coming for you. 

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These agents can interact with 
systems by navigating interfaces

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the way a human would, turning 
unstructured documents into 

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actionable data and automating 
interactions with legacy 

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systems, including mainframes. 
The practical application here 

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is quite significant. 
Many large enterprises still run

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critical operations on 30 year 
old hardware and that modern 

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automation tools can't touch 
them. 

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Right now they're they can't 
even do it. 

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Banks, insurance companies, they
all run on it and governments 

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too. 
They depend on COBOL systems. 

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The process trillions of dollars
in transactions annually. 

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An AI agent that can navigate 
those interfaces opens a massive

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surface area for automation that
was previously locked away 

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behind obsolete technology 
stack. 

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Now, Servicenow's president 
Ahmed Zavery and chief operating

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officer framed this partnership 
around speed and scale. 

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Companies shifting from AI 
experimentation to full 

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development need multiple AI 
capabilities working together to

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deliver faster outcomes. 
ServiceNow already offers 

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customers access to various AI 
models, but the open AI 

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integration makes GPT 5.2 a 
preferred intelligence 

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capability embedded natively in 
the platform. 

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That preferential treatment 
Signal Service now is picking 

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sides in the AI model wars 
rather than remaining model 

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agnostic. 
I've been digging through all of

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the analytics of the show and 
noticed that around 37 of you, 

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that's 37%, sorry, are following
the channel. 

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And for you, I'm forever 
grateful. 

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I thank you so much for being 
part of this community. 

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The other 63% of you haven't hit
the follower subscribe button. 

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I've been an independent 
journalist covering Elon Musk, 

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SpaceX tech, AI for the last six
years, and I'm going to continue

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for the next 10 years. 
And all I'm going to ask you for

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is one second of your time for 
10 whole years of mine, just hit

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the follower subscribe button on
whatever platform you're 

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listening, you're watching on 
right now. 

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I'm extremely grateful for that.
You don't know how much it 

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helps. 
It's can propel us up the charts

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and if that happens, we can make
the show way better than it 

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already is. 
We're working on it. 

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As you can tell, I had some 
audio upgrades at the beginning 

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of the year and we're not going 
back because of your support. 

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So thank you so much for all 
that you do. 

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Now let's get back into some of 
this. 

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Salesforce agents open AI. 
It's all wild right now. 

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It's the Wild West of AI now. 
There's competitive pressure 

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right now, and it runs real 
deep. 

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Salesforce launched Agentforce 2
Point O in December, with CEO 

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Marc Benioff declaring that the 
AI revolution is already here. 

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And Salesforce reported 119 
percent agent growth in the 

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first half of 2025 and expanded 
partnerships with Open AI, 

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Anthropic, Google, and AWS to 
solidify its ecosystem approach.

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Work Day announced its 
Illuminate AI agents for HR, 

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case management, performance 
reviews, and financial close 

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processes. 
SAP has rolled out more than 40 

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jewel agents embedded across its
enterprise software suite and 

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plans to have over 400 AI 
scenarios by the end of 2025. 

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And Oracle claims its Fusion 
Applications suite delivers end 

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to end AI within existing 
workflows at no additional cost 

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to customers. 
Every major enterprise software 

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company is racing to prove it 
can orchestrate AI across 

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business workflows in the vendor
that wins controls the massive 

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revenue stream for all of the 
enterprise. 

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And according to Gartner, 
worldwide spending on 

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information security alone will 
reach $240 billion in 2026, with

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AI adoption driving much of that
growth. 

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Service Now has acquisition 
strategy over the past year 

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reveals its thinking move works 
deal for 2.85 billion brought AI

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powered enterprise search and 
roughly 500 AI specialist out of

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the team. 
Moverworks provides the 

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engagement layer where employees
interact with AI through natural

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conversations rather than just 
old school fly out menus and 

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drop down menus. 
Visa added identity security and

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access governance, which becomes
critical when you deploy 

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autonomous AI agents. 
They can take actions across 

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enterprise systems. 
An AI agent that can restart 

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servers, access financial data, 
or modify customer records needs

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strict identity controls to 
prevent unauthorized actions. 

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And Armis provides security for 
cyber exposure management across

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IT operational technology, IoT 
devices, and medical equipment. 

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Armis recently topped 340 
million in animal recurring 

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revenue with 50% year over year 
growth and serves over 35% of 

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the Fortune 100. 
Each acquisition fills a gap 

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that might otherwise give 
enterprise buyers a reason to 

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look elsewhere, and ServiceNow 
wants to be the single answer to

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every question about enterprise 
AI management. 

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ServiceNow stock rose 2% in pre 
market trading when news of the 

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Open AI deal broke. 
Investors has previously 

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punished the stock over concerns
about the company's aggressive 

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acquisition pace, with shares 
falling to the lowest level 

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since April 2025 after the Armas
announcement. 

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Chief Financial Officer Gina 
Mastantuno sought to reassure 

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investors that the spending 
would slow after the Armistile 

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closes. 
And the Open AI partnership 

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offers a different idea 
altogether. 

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Strategic AI integration. 
Rather than just swooping in and

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buying all those companies. 
Whether ServiceNow can integrate

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7 major acquisitions in a year 
while maintaining platform 

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coherence remains an open 
question. 

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Usually doesn't happen that way,
Usually takes a little bit of 

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time, and we're going to see how
they do integrating this all 

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with their own complex 
architecture.