OpenAI and ServiceNow are expanding their partnership so that integration runs in both directions.
According to OpenAI, the expanded deal brings OpenAI models and agents into ServiceNow. It also brings ServiceNow workflows into ChatGPT and Codex, OpenAI's coding tool. An agent, in this context, is software that carries out multi-step tasks toward a goal instead of just answering a prompt. A workflow is a defined business process, the kind ServiceNow is known for, such as routing an IT request or an approval.
The two-way design is the part worth noticing. The common enterprise AI arrangement is one-directional: a software vendor plugs a model into its own product. Here, ServiceNow's processes also appear inside OpenAI's products. Read plainly, that gives ServiceNow a presence where people already chat with an AI, and gives OpenAI's agents established business processes to act on rather than a blank page.
Including Codex widens the audience. A link to a coding tool means the integration is not aimed only at general office staff, but also reaches developers.
The open question is ownership. If an employee asks ChatGPT to start a ServiceNow process, which product holds the relationship with that employee, and which one keeps the record of what happened?