ServiceNow Insights

Afleveringen

1. Speed, Cost, Quality: Pick All Three — Inside ServiceNow's Globalization Agent

   30 september 2026 · 23 min

   Afspelen
   #Localization #Globalization #ServiceNow #AI Lees meer

   A translation can be word-for-word accurate and still be completely wrong. In this episode, Bobby Brill sits down with Sam Smyth, Product Manager on the globalization side at ServiceNow, to get into what happens after you decide to go multilingual — the tools, the governance, and the quiet work nobody sees until it breaks.

   Sam spent fifteen years in localization operations and management before joining ServiceNow, and he's blunt about what actually goes wrong: it's rarely the translator. It's the content you sent them. We get into Localization Workspace, the new globalization agent that builds a glossary from your knowledge articles in minutes, why every customer still insists on a human in the loop, and the one mistake that will break your product UI in six languages at once.

   Past Localization episodes:
   https://youtu.be/4ka4qLk8Uj0
   https://youtu.be/cGXCnABXKow

   Guest: Sam Smyth, Product Manager - ServiceNow

   Chapters
   00:00 "People don't see localization until it goes wrong"
   00:22 Translation vs. localization — a quick recap
   00:56 Meet Sam Smyth: fifteen years in localization
   01:37 When a perfect translation is still wrong
   03:34 Why customers don't want to leave the platform
   04:07 Localization Workspace: no more spreadsheets and email chains
   05:13 The surprise: everybody still wants a human in the loop
   05:38 Speed, cost, quality — picking all three
   06:55 Inside the globalization agent 08:50 Who approves the terms? (And which shade of green?) 09:55 Language governance and the invisible costs
   11:49 AI, volume, and doing the work upstream
   13:02 Where to actually start with a glossary
   16:28 A day in the life of a localization program manager
   18:56 Shifting left: from firefighting to strategy
   20:35 The one mistake: never hardcode your UI
   22:10 Wrap-up

   ServiceNow Training and Certification:
   https://www.servicenow.com/services/training-and-certification.html

   ServiceNow Insights podcast playlist:
   https://www.youtube.com/pla…

2. How Voice AI Learns to Understand You

   16 september 2026 · 22 min

   Afspelen
   What did I say? What did I mean? Do you understand me? We ask each other those three questions constantly without noticing. Now we ask them of machines — and this episode is about what happens in the gap. Lees meer

   Host Bobby Brill pulls together conversations with the ServiceNow linguists, research engineers, and AI governance leads working on voice, language, and chat, including a real recording of a voice agent failing in real time. Same words. Different meaning. And a machine in the middle trying to work out which one you intended.

   In this episode:
   Why a single English word carries no meaning without context, and what that does to translation
   How a name that isn't in the training data breaks the first model in the chain
   The three-model cascade behind every voice agent, and what gets lost at each handoff
   A voice agent that hears a confirmation code correctly three times and rejects it three times
   Why formality — tu or vous — is a fluency problem, not a grammar problem
   Who decides what's acceptable for an AI to say when the same word is fine in London and not in Chicago.

   Check out our past episodes on voice and voice AI:
   https://youtu.be/cGXCnABXKow
   https://youtu.be/yxoHmZj5gOk
   https://youtu.be/x7Ks932T18o

   Guests:
   Lyena Solomon, Director of Globalization and Accessibility
   Midam Kim, Machine Learning Engineer
   Tara Bogavelli, Research Engineer
   Katrina Stankovic, Staff Machine Learning Engineer
   Gabrielle Gauthier-Melançon, Staff Applied Research Scientist
   Louis-Philippe Morin, AI Governance Product Manager

   CHAPTERS

   0:00 "Half ten" — same words, an hour apart
   2:04 What did I say: the word "order"
   3:19 The name a machine can't hear
   5:23 Three models handing meaning to each other
   8:19 Naming conventions 10:04 Listen: a voice agent fails
   14:47 Tu or vous: talking to you correctly
   16:39 Who decides what's acceptable
   18:49 Teaching it the way you'd teach a kid
   20:15 Why any of this matters

   For more information, see:

   ServiceNow Training and Certification: http://www.servicen…

3. Why Translation Isn't the Same as Understanding | Multilingual Content at ServiceNow

   20 augustus 2026 · 22 min

   Afspelen
   Why multilingual content is a business risk, a compliance question, and an AI-readiness problem - not just a translation checkbox - with ServiceNow's Lyena Solomon. Lees meer

   #ServiceNow #Localization #Globalization #AI

   Chapters

   00:00 Cold open: "half ten" and the meaning problem
   00:29 Welcome + episode topic
   00:53 Meet Lyena Solomon
   01:12 Why this isn't just translation
   03:49 The word "order" - context matters
   05:05 What is language governance?
   06:04 Translating "pizza"
   07:03 The regulatory reality (Quebec, EU AI Act)
   09:30 Self-localization: Maori and Inuktitut
   13:23 The real business risk of inconsistency
   15:43 AI readiness and language risk
   16:28 A support ticket in three languages
   20:32 It's about trust, not just translation
   21:11 Closing thought: the joy of understanding
   22:17 Wrap-up + subscribe

   For more about ServiceNow - https://www.youtube.com/@ServiceNowDocs
   To watch these episodes on YouTube - https://www.youtube.com/watch?v=yxoHmZj5gOk&list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK

   See omnystudio.com/listener for privacy information.

4. Teaching a Computer to Speak | Voice AI in the Real World

   5 augustus 2026 · 21 min

   Afspelen
   Voice AI sounds simple until you try to deploy it at scale — across airports, accents, languages, and thousands of employees at once. Lees meer

   In this episode of ServiceNow Insights, host Bobby Brill sits down with Midam Kim, an ML engineer and linguist at ServiceNow, to unpack what it actually takes to build voice AI as an enterprise product. From the out-of-vocabulary problem (why AI still struggles with names) to why turn-taking in conversation is a linguistic skill most people never think about, Midam breaks down the human science behind the technology.

   In this episode:

   - Why voice AI is replacing typing as the default way to interact with enterprise systems

   - The difference between building for employees (B2B) vs. building for their customers (B2B2C)

   - Why an airport is one of the hardest possible environments for voice AI — and what ServiceNow does about it

   - The "out-of-vocabulary" problem: why AI still struggles with names, accents, and rare expressions

   - Why ServiceNow's secret sauce is hiring linguists, not just engineers

   - The linguistic framework behind every voice interaction: sounds, words, and turn-taking

   - Why voice AI is like teaching a kid to speak for the first time

   Chapters
   00:00 — Welcome to ServiceNow Insights
   00:22 — Meet Midam Kim, ML Engineer & Linguist
   00:35 — Why voice is replacing typing
   01:48 — What voice AI actually does for employees
   03:40 — B2B vs. B2B2C: who's really using this?
   05:11 — Desk employee vs. airport traveler: two different problems
   06:42 — Building for an ever-changing environment
   08:53 — Why airports are the hardest use case
   09:54 — Accents, fluency, and the diversity problem
   11:20 — "My Name Is. My Name Is. My Name Is." — the OOV problem
   12:50 — The coffee shop name story
   13:20 — How ServiceNow trains its models
   14:59 — The 3 linguistic layers: sounds, words, interaction
   16:38 — Midam's turn-taking story from Korea
   18:33 — Why voice agents can't be "that person you avoid"
   20:16 — "We can make it great"

   Subscribe for…

5. ServiceNow Process Intelligence | Don't Automate the Chaos

   22 juli 2026 · 25 min

   Afspelen
   Most organizations deploying AI agents can’t answer a basic question: is it actually working? Not whether the agent runs — whether the process actually got better. Lees meer

   In Episode 3 of our process mining and process intelligence series, Damian Pascale and Roz Parpia join host Bobby Brill to go deep on what it actually looks like to run process intelligence with AI in the mix — from the AI Visibility Gap, to a four-step framework for finding the right AI use cases, to what “closed loop intelligence” really means once agents are governing agents.

   This episode’s answer to the recurring question: don’t automate the chaos. Find it, understand it, improve it — then, and only then, streamline it.

   CHAPTERS

   0:00 Introduction — Damian Pascale & Roz Parpia

   0:56 “Don’t automate the chaos” — where the phrase comes from

   2:25 Process mining vs. process intelligence — what actually changed

   4:21 The linchpin: where AI fits across all three layers

   5:36 The AI Visibility Gap — what most organizations are missing

   6:56 A real example: when agent metrics look great, but quality doesn’t

   8:13 The four-step framework: Find, Understand, Improve, Streamline

   11:27 Where AI comes into streamlining — sizing the right use cases

   13:19 Does the order of the four steps actually matter?

   14:04 Task Mining — the human side process mining can’t see

   15:19 A concrete example: the procurement approval bottleneck

   16:31 The closed loop — six steps to continuous improvement

   17:30 Why you can never skip the ‘detect’ step

   18:05 Measuring real impact with the compare feature

   19:25 Governance and AI Control Tower, explained simply

   20:46 Mining the agents themselves — a third layer of visibility

   21:36 Closed loop intelligence — the three layers, confirmed

   22:48 Day one: what to do after deploying your first agent

   23:38 Closing thoughts from both guests

   24:26 Wrap-up

   IN THIS EPISODE

   • Why an AI agent doesn’t fix a broken process — it just runs the broken process faster

   • The real difference be…

6. ServiceNow Process Intelligence | From Sticky Notes to Process Maps in Five Minutes

   9 juli 2026 · 24 min

   Afspelen
   Is process mining just Six Sigma with better software? Two former Lean Six Sigma consultants — now Product Managers at ServiceNow — answer that question. The answer is more interesting than you’d expect. Lees meer

   Tomas Galle (Six Sigma Black Belt) and Roz Parpia (Green Belt) join host Bobby Brill to trace process intelligence from factory floors and sticky-note whiteboards to process maps generated in under ten minutes from data you already own.

   They cover the real cost of the old way, non-conformance, the ServiceNow Playbooks feature, Task Mining, and the question every AI agent deployment should be asking but usually isn’t: did the process actually get better?

   CHAPTERS
   0:00 Introduction — Tomas Galle & Roz Parpia
   2:02 Is process mining just Six Sigma?
   4:13 The belt system explained — Black Belt, Green Belt, and the punchline
   4:58 Manufacturing observation: what process improvement looked like before
   7:51 The real cost of the old way — six figures, six months, one process
   8:46 Customer reaction: ten years of work, solved in ten minutes
   9:03 Where ServiceNow sits in the Process Intelligence market
   10:56 Annual physical vs. wearable — continuous vs. snapshot
   13:13 Conformance checking and the happy path
   14:10 Non-conformance: what it is and why everyone should care
   16:58 Static statistics vs. analysis on the move
   17:05 Playbooks: responding to non-conformance in real time
   18:54 How to get started today — free evaluation projects, no license needed
   20:26 Task Mining: the human layer process mining can’t see
   22:00 You’re already sitting on a goldmine
   22:53 Closing thoughts

   IN THIS EPISODE
   • Why “that’s just Six Sigma” is actually the right reaction — and what it’s still missing
   • Frederick Taylor’s stopwatch, the Gemba walk, and how the factory floor became the IT service desk
   • Why a single process improvement engagement used to cost six figures and take up to six months
   • The Gartner Magic Quadrant for Process Intelligence — and Roz’s candid take on where ServiceNow real…

7. The Cost of Building the Right Thing | AI, Speed & Discernment at ServiceNow

   17 juni 2026 · 24 min

   Afspelen
   Engineering teams are building ten times — even a hundred times — more than they could two years ago. That's a win, but one not without challenges. Because the cost of building the right thing has climbed exponentially. In this episode of the ServiceNow Insights podcast, host Bobby Brill sits down with three leaders who are living this tension from three distinct angles: the content and design leader who first spotted the productivity math problem, the design VP pushing for discernment over speed, and the research lead keeping the human at the center. Lees meer

   ━━━━━━━━━━━━━━━━━━━━━━━━
   IN THIS EPISODE
   ━━━━━━━━━━━━━━━━━━━━━━━━
   DAVID HOARE — Group VP, Digital Content & Design, ServiceNow
   ANAND THARANATHAN — Group VP, Product Research & Insights, ServiceNow
   DANTLEY DAVIS — SVP of Design, ServiceNow ━━━━━━━━━━━━━━━━━━━━━━━━
   CHAPTERS
   ━━━━━━━━━━━━━━━━━━━━━━━━
   0:00 Introduction & Guest Intros
   1:13 David: The AI Philosophy — ChatGPT as genuine inflection point
   3:02 David: Economic viability — why AI unlocks what was never possible before
   3:12 Anand: Three-person startups scaling to $100M+
   3:45 Dantley: From 3D Studio Max to Jarvis — AI as human superpower
   6:29 Anand: The customer north star hasn't changed
   7:10 David: Engineering's survival problem — the 100x production gap
   8:32 David: Andrew Ng's PM-to-engineer ratio + the cost of building wrong
   9:40 Dantley: Nine concepts in an hour — design velocity and discernment
   12:04 Dantley: The hip-hop tastemaker — slowing down as part of the process
   14:20 David: Content governance — the fox guarding the hen house
   16:21 Anand: Trust and the human-AI system
   17:20 Dantley: AI surprise — UI tech stacks, feature completeness & hidden tech debt
   20:21 18-Month Close — Anand, Dantley & David ━━━━━━━━━━━━━━━━━━━━━━━━
   KEY TAKEAWAYS
   ━━━━━━━━━━━━━━━━━━━━━━━━
   • Engineering is the first function to see massive AI productivity gains — but that creates a gap every other function has to survive
   • The cost of building has dropped. The cost of building the w…

8. Being AI Native at ServiceNow

   27 mei 2026 · 24 min

   Afspelen
   What does it actually mean to be AI native? Not the buzzword — the real thing. Host Bobby Brill brings together seven ServiceNow experts across six conversations for a complete picture of what AI native thinking, building, and working looks like right now. Lees meer

   ━━━━━━━━━━━━━━━━━━━━━━━━
   WHAT WE COVER
   ━━━━━━━━━━━━━━━━━━━━━━━━

   DI LE — AI Ethicist & Human-Centered AI Strategist, ServiceNow
   The clearest definitions you'll find anywhere of responsible AI, ethical AI, and human-centered AI — and why all three are required if you're going to do this right. Plus: why AI native means AI as the operating system, not a feature.

   DR. ALAINA BEAVER — Global Head of Accessibility Customer Engagement, ServiceNow
   ServiceNow built the world's first AI model accessibility checker with the Global Accessibility Awareness Day Foundation — and open-sourced it on GitHub for free. Because responsible AI native behavior means holding AI itself accountable.

   ANAND THARANATHAN — Research Leader, ServiceNow
   A framework from cognitive science every AI builder needs: use, disuse, misuse, and abuse. The four modes of AI interaction — and why proper use is the only one that delivers.

   TARA BOGAVELLI & KATRINA STANKIEWICZ — Voice AI Research Team, ServiceNow
   How ServiceNow built a rigorous open-source evaluation framework for voice agents from scratch — and what cascade failures, transcription errors, and prosody failures actually sound like in practice.

   IAN THURLOW & ANDREW YAN — Software Engineering Manager & Software Engineer, ServiceNow
   The daily ground-floor reality of being AI native: AI as accelerator, AI as the new Stack Overflow, the calculator analogy, and why fundamentals matter more than ever.

   ━━━━━━━━━━━━━━━━━━━━━━
   LEARN MORE
   ━━━━━━━━━━━━━━━━━━━━━━━━

   ServiceNow Responsible AI: https://www.servicenow.com/responsible-ai
   AI Model Accessibility Checker: https://www.servicenow.com/accessibility-statement.html
   ServiceNow AI: https://www.servicenow.com/artificial-intelligence

   ━━━━━━━━━━━━━━━…

9. Day One Ready: What New Engineers Need to Know About AI — Engineering Now Unlocked

   13 mei 2026 · 30 min

   Afspelen
   Day One Ready: What New Engineers Actually Need to Know About AI | Engineering Now Unlocked Lees meer

   Starting your first engineering role — or coming back for a return offer — and wondering what AI actually changes about the job? This episode gives you the real answer, from two engineers living it every day.

   Jordan Shelton and Cynthia Mathenge sit down with Ian Thurlow (Senior Manager, Data Platform Software Engineering) and Andrew Yan (Software Engineer, Data Foundations) to talk about what day one looks like now, what AI tools actually do for early-career engineers, and what fundamentals still separate good engineers from great ones. If you’re about to start an internship, just got your return offer, or you’re a manager thinking about how to set new engineers up for success — this is the conversation you need before day one.

   What you’ll learn
   ✔ What AI actually changes about day-to-day engineering work (and what it doesn’t)
   ✔ Why the fundamentals matter more than ever — not less
   ✔ How to build a network at a company like ServiceNow, even if you start remotely
   ✔ How to use AI as a sounding board, not a crutch

   Chapters
   00:00 Introduction — Engineering Now Unlocked
   02:08 Meet Ian Thurlow and Andrew Yan
   03:03 How AI is changing day-to-day engineering work
   04:47 AI as an accelerator, not a replacement
   09:04 AI as a sounding board
   12:38 Leadership mindset in an AI-first team
   13:46 Raising the bar for early-in-career talent 1
   5:41 What your first 30 days should look like
   17:43 This or That
   19:16 Code reviews: the fastest way to learn that nobody talks about
   20:57 Building your network — even fully remote
   24:24 Ian and Andrew’s Work Advice
   27:43 Outro

   Guests
   Ian Thurlow Senior Manager, Data Platform Software Engineering — ServiceNow
   Andrew Yan Software Engineer, Data Foundations — ServiceNow

   Hosts
   Jorden Shelton Technical Program Manager, AI Engineering & Delivery — ServiceNow
   Cynthia Mathenge Business Operations Manager, AI Engineering & Delivery — ServiceNow
   Bobby Brill S…

10. EVA - A Framework for Evaluating Voice Agents by ServiceNow

    29 april 2026 · 30 min

    Afspelen
    Voice AI agent evaluation — why it's fundamentally harder than text, how cascade failures derail conversations invisibly, and ServiceNow's open-source framework to establish industry evaluation standards. Featuring real audio examples showing authentication failures, leaked reasoning, and latency problems. Lees meer

    WHAT WE COVER

    TARA BOGAVELLI — Research Engineer, ServiceNow
    Leading the open-source voice agent evaluation framework. Explains why existing benchmarks don't measure what matters and what ServiceNow is releasing to establish industry standards.

    KATRINA STANKIEWICZ — Staff Machine Learning Engineer, ServiceNow
    Cascade model architecture expert. Breaks down STT → LLM → TTS failure modes, named entity transcription challenges, and real audio example analysis.

    GABRIELLE GAUTHIER MELANÇON — Staff Applied Research Scientist, ServiceNow
    Multi-language evaluation specialist. Reveals why Large Audio Language Models lag behind, the native speaker requirement, and bot-to-bot simulation methodology.

    CHAPTERS
    0:00 Introduction — The evaluation gap
    1:11 ServiceNow's Open-Source Framework Announcement — Tara Bogavelli
    2:43 Meet the Researchers
    3:43 Voice-Specific Challenges — Tara Bogavelli
    5:03 Cascade Architecture: STT → LLM → TTS — Katrina Stankiewicz
    7:57 The Named Entity Problem — Katrina Stankiewicz
    10:06 Evaluation Metrics: Accuracy vs Experience — Gabrielle Gauthier Melançon
    11:23 Bot-to-Bot Testing at Scale — Gabrielle Gauthier Melançon
    14:30 The LALM Gap: Why Audio AI Judges Struggle — Tara Bogavelli
    16:57 Real Audio Example: Flight Rebooking Gone Wrong
    21:58 Breaking Down the Failures — Katrina Stankiewicz 28:30 Wrap-Up & Resources

    KEY INSIGHTS

    The Cascade Failure Problem: STT → LLM → TTS errors propagate invisibly Named Entity Transcription: The #1 enterprise blocker—names, confirmation codes, emails break authentication Accuracy vs Experience: Perfect task completion means nothing if users hang up due to poor experience LALM Gap: Large Audio Language Models …

Alle 100 afleveringen →