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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

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   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
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   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
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   • 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

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   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.

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   LEARN MORE
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   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 …

11. AI Control Tower - Governing AI at Scale with ServiceNow

    15 april 2026 · 19 min

    Afspelen
    AI governance at scale — what it means, how to do it, and what regulations you need to know now. Host Bobby Brill brings together five ServiceNow experts across two conversations for a complete 20-minute briefing on governing AI in the enterprise. Lees meer

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    WHAT WE COVER
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    RAVI KRISHNAMURTHY — VP, AI Platform, ServiceNow
    Why hidden AI is one of the biggest unmanaged risks in the enterprise — and why governance is an accelerator, not a brake.

    PETER WEIGT — Responsible AI, ServiceNow
    The innovation paradox: how AI Control Tower makes governance a team sport and breaks down the silos that slow AI deployment down.

    SAMPADA CHAVAN — AI Control Tower, ServiceNow
    How AI Control Tower was built, what the discovery problem really looks like, and why compliance must be baked into the AI lifecycle — not bolted on at the end.

    ANDREA LAFOUNTAIN — AI Legal, ServiceNow
    The three regulatory frameworks every enterprise needs to know: EU AI Act, Colorado AI Act, and NIST. Plus: the compliance strategy that scales across all of them.

    NAVDEEP GILL — Responsible AI, ServiceNow
    The math on enterprise AI compliance — why it's exponential — and how AI Control Tower's automated discovery keeps you ahead of it.

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    CHAPTERS
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    0:00 Introduction
    1:23 The Hidden AI Problem — Ravi Krishnamurthy & Sampada Chavan
    5:33 AI Control Tower in Practice — Peter Weigt & Sampada Chavan
    7:37 The Regulatory Landscape — Andrea LaFountain & Navdeep Gill
    14:38 Compliance in Action & Key Deadlines
    17:05 Wrap-Up

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    KEY DATES TO KNOW
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    EU AI Act enforcement: August 2026
    Colorado AI Act enforcement: June 2026
    NIST AI RMF: Voluntary framework, increasingly referenced by regulators

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    LEARN MORE
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    ServiceNow AI Control Tower: https://www.servicenow.com
    NIST AI Risk Management Framework: https://www.nist.gov/artificial-intelligence

    ━━━━…

12. AGENTIC AI - The Future of Work and the Agents Building It

    2 april 2026 · 23 min

    Afspelen
    What is Agentic AI — and what can it actually do for your business? In this episode of the podcast, host Bobby Brill brings together three conversations with the people building Agentic AI at ServiceNow into one 20-minute briefing. Lees meer

    Whether you're leading a team, managing a platform, or just trying to understand what your company is investing in - this episode gives you the full picture.

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    WHAT WE COVER

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    RITA CASTILLO — VP of Design, Platform & AI

    The clearest explainer of Agentic AI you'll find. Rita walks through the full evolution from scripted automation to agentic systems, what makes agentic different, and how the orchestrator-and-agent hierarchy works at ServiceNow.

    AMRUTHA RAMESH — Visiting Researcher, ServiceNow

    Amrutha built Agent Ada — a real AI agent designed to turn enterprise data into actionable insights. She explains how Ada understands your goal, adapts to who's asking, and delivers analysis your team can actually use.

    ISSAM LARADJI & ANITHA RAGHAVAN — Research Scientist & Product Manager, ServiceNow

    How do you know if your AI's insights are trustworthy? Issam and Anitha built InsightBench — a benchmark that uses AI to evaluate AI — to answer exactly that question.

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    CHAPTERS

    0:00 Introduction
    1:30 What Is Agentic AI? — Rita Castillo, VP of AI Design
    6:00 How Agents Work as a Team
    10:30 Meet Agent Ada — Amrutha Ramesh, Visiting Researcher
    16:00 Can You Trust Your AI? — Issam Laradji & Anitha Raghavan
    21:30 Wrap-Up

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    GUESTS

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    Rita Castillo — VP, AI Design at ServiceNow

    Amrutha Ramesh — Visiting Researcher, ServiceNow

    Issam Laradji — Research Scientist, ServiceNow

    Anitha Raghavan — Product Manager, ServiceNow

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    LEARN MORE

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    ServiceNow Agentic AI: https://www.servicenow.com

    More episodes:

    Narrative Analytics with Agent Ada: https://youtu.be/k1P9o2glq90

    InsightBench & …

13. The Hidden Cost of How Your Business Actually Works | Process Mining with Dan Grady

    18 maart 2026 · 24 min

    Afspelen
    Your dashboards show you what's happening. Process mining shows you why — and what to do about it. In this episode, Bobby Brill sits down with Dan Grady to demystify process mining: what it is, how it works within the ServiceNow platform, and why organizations using it are uncovering years of hidden inefficiency they never knew existed. Lees meer

    Dan walks through real customer stories — from a double approval process for printer toner that was costing 2 days per request to a single form-field change that saved 7 years of manual work per month — and explains how process mining moves you from raw data to actionable insight faster than any traditional approach.

    Dan Grady has a technology career that spans over 25 years. The last 10 spent at ServiceNow. In his current role as Director of Product Management, he is focused on helping customers identify process improvement opportunities through the use of ServiceNow's Process and Task Mining solution. Outside of the office, he enjoys spending time with his wife and 3 girls, public speaking, bad NY sports teams, a good happy hour deal, and storytelling.

    Whether you're new to ServiceNow or a seasoned admin, this episode will change how you think about your workflows.

    🔗 Get started with Process Mining: https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083

    📄 Learn more about ServiceNow: https://www.servicenow.com/docs/

    🎓 ServiceNow Docs YouTube Channel: https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg

    Chapters
    0:00 – Introduction & Dan Grady's Background
    1:13 – What Is Process Mining? (The X-Ray for Your Business)
    2:08 – Why Dashboards Alone Aren't Enough
    3:56 – From Raw Data to Actionable Insights
    4:59 – The Printer Toner Story: Removing a Step, Saving Two Days
    6:01 – The Spaghetti Bowl: Visualizing Your Processes
    7:34 – The "47 Years" Moment That Shocks Every Customer
    8:43 – Finding Automation Opportunities with Process Mining
    10:49 – Best …

14. The Human in the Loop | Ethical AI with Di Le

    4 maart 2026 · 29 min

    Afspelen
    The Human in the Loop | Ethical AI with Di Le
    ServicveNow Insights Podcast - hosted By Bobby Brill Lees meer

    What does it actually mean to build AI responsibly? Not the buzzword version. The real version. In our latest episode, I sat down with Di Le — AI Ethicist and Human-Centered AI Strategist at ServiceNow — and she broke it down in a way I hadn't heard before.

    Most people use Ethical AI, Responsible AI, and Human-Centered AI interchangeably, and Di breaks down exactly where each one lives and how they apply to building AI that aligns with our societal values. Fairness. Transparency. Bias. Beyond evaluation and technical talking points, these are also design decisions with real consequences for real people — and operationalizing them is harder than most organizations want to admit.

    One line from Di that stopped me: "People have crossed oceans and built monuments in honor of our capability to think. And I just want people to preserve that and not surrender it so freely." That's the episode in one sentence.

    To learn more about Ethical AI and reseatch from Di Le and more - https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1020&context=sighci2025

    https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1025&context=sighci2024

    https://www.youtube.com/watch?v=QhVY-85A-Wk&t=5s

    ServiceNow Insights Podcast 🎧 The Human in the Loop — now available wherever you listen to podcasts.

    0:00 – Introduction & Di Le's Background
    1:35 – Is Ethical AI Just About Preventing Skynet?
    2:22 – Responsible AI vs. Ethical AI vs. Human-Centered AI
    6:34 – Why All Three Are Deeply Interconnected
    8:39 – When "Amazing" Tech Goes Wrong: The Adobe Example
    10:07 – Fairness, Transparency & Accountability Explained
    12:06 – The Mug Factory: Understanding Bias in AI
    14:52 – Transparency & Interpretability in AI Design
    16:48 – Keeping Humans Genuinely in the Loop
    18:06 – Accountability & Human Oversight
    20:39 – Why Bias Isn't a Bug You Can Just Fix
    22:30 – How ServiceNow Approaches Responsible AI
    23:11 – Wh…

15. UTG Unlocked: AI Careers, Partnering with AI, and Understanding Global Cloud Services at ServiceNow

    19 februari 2026 · 44 min

    Afspelen
    AI is transforming how businesses operate and how early-career talent grows. In this episode, UTG Unlocked, Mark Stockford (GVP, Global Cloud Operations) and Alyssa Gerhart (former intern, now full-time employee) share how AI is reshaping work at ServiceNow—from strategic impact to day-to-day execution. Our guest hosts Jorden Shelton and Cynthia Mathenge guide the conversation and explore real AI use cases like Unity, RAG-based duplicate detection, and intent detection, while emphasizing the importance of critical thinking and strong fundamentals. Lees meer

    In this episode, designed not just for recent interns, you’ll learn how AI is expanding career paths, how teams like Global Cloud Services power innovation behind the scenes, and what interns and early-career professionals can do now to grow: stay curious, use AI intentionally, seek mentors, and don’t just consume—contribute.

    UTG is the engine behind the scenes here at ServiceNow — enabling innovation, maintaining production environments, supporting internal teams, and driving operational excellence. It connects strategy to execution by combining engineering, cloud operations, and technology operations to deliver stable, high-performing systems that allow the business and customers to succeed.

    For more information about the Early Careers program visit - https://careers.servicenow.com/early-careers/

    00:00 Welcome & What ‘UTG Unlocked’ Is All About
    02:50 Meet the Panel: Mark, Alyssa, Jorden & Cynthia
    04:29 Segment 1: How AI Is Impacting the Business (Customers vs. Employees)
    06:26 Skills That Matter in an AI-Powered Workplace
    09:52 Real AI Use Cases: Unity, Agents, and Faster Ops
    13:57 AI and Career Growth: New Roles, New Paths, Partnering with AI
    18:56 Advice for Early-Career Talent: Stay Curious, Build, Contribute
    20:41 Segment 2 Kickoff: Rapid-Fire Fun
    28:50 Pulling Back the Curtain: What is GCS
    30:37 GCS as a Superhero: Operating in the Shadows Like Batman
    31:35 The Hidden Work: Solving Customer-Created Problems & R…

16. Exploring Leadership and AI with Anand Tharanathan

    24 december 2025 · 40 min

    Afspelen
    Exploring Leadership and AI with Anand Tharanathan Lees meer

    In this engaging episode of our podcast, we delve into the world of leadership and Artificial Intelligence with Anand Tharanathan, GVP of Product Research and Insights at ServiceNow. Anand shares his journey from an individual contributor to a leadership role, emphasizing the importance of empathy, mentorship, and learning from failure. He discusses his unique perspective on leadership drawn from his experiences in sports and how this has influenced his professional growth.

    Anand also provides insights into the rapidly evolving field of AI, comparing it with human automation and highlighting the importance of keeping the human element in the loop. He addresses the challenges and nuances of designing AI systems that enhance human capabilities rather than replace them. Additionally, Anand discusses how to strike a balance between being product-centric and people-centric, and the crucial role of adaptability in navigating technological advancements.

    Towards the end of the conversation, Anand outlines a framework for effectively using AI and advises on avoiding common pitfalls when integrating AI into new products. This episode is a must-watch for anyone interested in leadership, AI, and the future of technology. Join us and gain valuable insights from industry experts!

    Guest - Anand Tharanathan, GVP of Product Research and Insights at ServiceNow
    Guest Host - Apurva Korde

    00:00 Introduction and Guest Welcome
    00:24 Discussing UX Research and AI
    01:18 Leadership Journey and Insights
    03:45 The Role of Mentors and Managers
    09:59 Design Leadership vs. Conventional Leadership
    13:56 Balancing Product and People-Centric Leadership
    17:55 Adapting to Rapid Technological Changes
    18:56 Navigating the AI Revolution
    19:14 Staying Calm and Curious in the AI Era
    20:45 Insights from a Tech Leader on AI
    21:42 Designing Human-Centric AI Experiences
    26:32 The Importance of Human in the Loop
    31:24 Frameworks for AI Use and Misuse
    34:2…

17. AI-Driven Innovation with Shruti Shrivastava and Averria Martin

    3 december 2025 · 27 min

    Afspelen
    In this episode of the podcast, host Bobby Brill takes a break from hosting duties and introduces Shruti Shrivastava, Director of UX Research at ServiceNow in Bangalore, India. Shruti takes the reigns for this episode and interviews Averria Martin, Senior Director, UX Research. The conversation covers a range of topics including the application of AI in research, internal mobility at ServiceNow, and effective leadership strategies. Averria shares her personal and professional experiences, emphasizing the importance of work-life balance, growth mindset, and fostering a collaborative culture. The episode also highlights practical advice for transitioning from IC roles to leadership and the value of internal mobility and user-centric approaches in research. Lees meer

    Guest - Averria Martin, Senior Director, UX Research
    Guest Host - Shruti Shrivastava, Director of UX Research

    00:00 Introduction and Guest Introduction
    00:13 Meet Shruti Shrivastava
    01:10 Insights on AI in Research
    01:51 Interview with Averria Martin
    04:48 Work-Life Balance Tips
    06:53 Career Advice for Researchers
    09:27 Internal Mobility and Culture at ServiceNow
    12:47 AI and Research Technologies
    18:20 Collaboration and Leadership
    26:04 Final Thoughts and Conclusion

    See omnystudio.com/listener for privacy information.

18. Narrative Analytics with Agent Ada

    20 november 2025 · 15 min

    Afspelen
    Sitting down with Amrutha Ramesh, visiting researcher at ServiceNow one of the minds behind Agent Ada, a data-focused AI agent, in the latest episode of the podcast. We talk about the gap in enterprise workflows: you upload data, ask questions, and expect clear, data-backed insights… but traditional LLMs weren’t designed for that. Lees meer

    Amrutha clarifies the distinction by explaining how Agent Ada surpasses merely inputting a dataset into ChatGPT or Gemini, employing personas and a library of reusable skills to analyze data in a more human-like manner. We also dig into turning raw analysis into a story and, most importantly, into actionable steps that people in the business can actually use.

    Guest - Amrutha Ramesh
    Host - Bobby Brill

    See omnystudio.com/listener for privacy information.

19. AI Regulations Explained: EU AI Act, Colorado Law, and NIST Framework

    6 november 2025 · 19 min

    Afspelen
    Join host Bobby Brill as he sits down with ServiceNow's AI legal and governance experts to break down the complex world of AI regulations. Andrea LaFontain (Director of AI Legal), Ken Miller (Senior Director of Product Legal), and Navdeep Gill (Staff Senior Product Manager, Responsible AI) explain how organizations can navigate the growing landscape of AI compliance. Lees meer

    In this episode, you'll learn about three major regulatory approaches: the risk-based EU AI Act, Colorado's algorithmic discrimination law, and the NIST voluntary framework. The experts discuss practical strategies for complying with multiple regulations simultaneously, using the EU AI Act as a baseline and measuring the delta for new requirements.

    Key topics covered:
    - Why proactive compliance matters before regulations fully take effect
    - How AI Control Tower helps discover and manage AI systems across your enterprise
    - The exponential math behind AI compliance (vendors, employees, third parties)
    - Setting up governance policies for high-risk AI use cases
    - Timeline for major compliance deadlines (Colorado June 2026, EU August 2026)
    - The real costs of waiting for your first violation

    Whether you're managing AI deployment, working in compliance, or trying to understand the regulatory landscape, this episode provides actionable insights on building responsible AI governance infrastructure.

    Guests -
    Andrea LaFountain -Director, AI Legal
    Ken Miller - Senior Director, Product Legal
    Navdeep Gill - Staff Senior Product Manager, Responsible AI

    Host - Bobby Brill

    Chapters:
    00:00 Introduction to AI and Regulations
    00:45 Meet the Experts
    01:52 Overview of Key AI Regulations
    03:03 Compliance Strategies for AI Regulations
    07:33 ServiceNow's AI Control Tower
    14:02 Challenges and Risks in AI Governance
    16:04 Future of AI Regulations
    18:34 Conclusion and Final Thoughts

    See omnystudio.com/listener for privacy information.

20. Healthcare Referral Management and the Power of AI with ServiceNow and KeenStack

    27 oktober 2025 · 23 min

    Afspelen
    In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management. Lees meer

    For more information, visit:
    https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/

    Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow
    Elevsis Delgadillo - SVP, Customer Success at KeenStack
    Host: Bobby Brill

    00:00 Introduction and Guest Welcome
    00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO
    00:56 Meet Elev Delgado: SVP Customer Success at KeenStack
    01:37 Understanding Medical Referral Management
    01:53 ServiceNow's Role in Medical Referral Management
    03:25 KeenStack's Contribution to Referral Management
    04:03 Challenges in Referral Management
    05:11 ServiceNow's Workflow Automation in Healthcare
    13:55 Leveraging AI for Efficient Referral Management
    21:11 Future Roadmap for KeenStack
    22:46 Outro

    See omnystudio.com/listener for privacy information.

21. New Accessibility Tools and Updates with Dr. Alaina Beaver

    17 september 2025 · 23 min

    Afspelen
    Dr. Alaina Beaver, ServiceNow's Global Head of Accessibility, is our guest on the podcast to discuss the latest developments in accessibility. Dr. Beaver explains that the world of accessibility is constantly evolving, and it's not a one-time task, but rather an ongoing process. She highlights that ServiceNow has made significant progress in accessibility, particularly with regards to conformance standards. Lees meer

    Publicly, ServiceNow has committed to aligning with the Web Content Accessibility Guidelines (WCAG) 2.2 AA, the most stringent guidelines globally for accessibility conformance. This is an upgrade from the previous standard, WCAG 2.1 AA, which is still adhered to by many legislations worldwide. Dr. Beaver notes that the new standard, WCAG 2.2 AA, was released recently, and it will take time for legislation to catch up.

    More about accessibility at ServiceNow –
    https://www.servicenow.com/accessibility-statement.html

    To see ServiceNow’s Accessibility Tools in action -
    https://www.youtube.com/playlist?list=PLCOmiTb5WX3q5qCG_QqYip2IZrvao7Bwp

    Guest – Dr. Alaina Beaver, Global Head of Accessibility at ServiceNow

    Host – Bobby Brill

    00:00 Introduction and Guest Welcome
    00:21 Understanding the Importance of Accessibility
    00:55 What's New in Accessibility Standards
    02:16 ServiceNow's Commitment to WCAG 2.2
    04:11 Navigating the Transition to WCAG 2.2
    09:12 Legislation and Global Standards
    13:13 AI and Voice Input for Accessibility
    16:01 Text Adjust: Enhancing Readability
    19:31 AI Model Accessibility Checker
    22:15 Wrap Up

    See omnystudio.com/listener for privacy information.

22. The Power of Customer Feedback | AI Control Tower & ServiceNow University

    3 september 2025 · 24 min

    Afspelen
    Exploring UXR at ServiceNow: Enhancing AI Control and ServiceNow University Lees meer

    In this episode, we delve into the realm of User Experience Research (UXR) at ServiceNow with guests Jesse Livingston, Eric Liu, and Tori Morrison. Eric Liu discusses the advancements and challenges in AI governance and the development of AI Control Tower to help companies manage their AI assets responsibly. Tori Morrison introduces ServiceNow University and its focused approach on enabling users to develop specific skills through personalized learning pathways and innovative tools like conversational AI chat. The episode highlights ServiceNow's commitment to integrating customer feedback into product development and providing robust learning resources to enhance user experiences.

    For more information, please read Anand Tharanathan's Article: https://www.servicenow.com/community/in-other-news/how-customer-insights-shaped-servicenow-university-and-ai/ba-p/3317295

    And to check out the Product Lab: https://servicenowproductlab.com/

    On this episode -

    Eric Liu: Sr. Staff UX Researcher, AI/ML
    Tori Morrison: Senior UX Researcher
    Jesse Livingston: Research Communication Manager
    Bobby Brill: Host

    00:00 Introduction to the Podcast and Guests

    00:27 Understanding User Experience Research (UXR)

    02:32 Introducing Eric Leo and AI Control Tower

    06:44 Challenges and Solutions in AI Governance

    12:23 ServiceNow University: Empowering Users

    17:40 Personalization and Gamification in Learning

    22:42 Conclusion and Further Resources

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

    ServiceNow Community: https://community.servicenow.com/community

    For general information about ServiceNow, visit: http://www.servicenow.com

    See omnystudio.com/listener for privacy information.

23. Governing AI at Scale – Welcome to AI Control Tower

    20 augustus 2025 · 24 min

    Afspelen
    Governing AI – Welcome to AI Control Tower
    Episode Overview Lees meer

    Governance accelerates AI success. Control enables innovation. In this premiere episode, we explore how ServiceNow governs AI at scale through AI Control Tower, a groundbreaking solution that transforms how enterprises manage their artificial intelligence landscape.

    Host Bobby Brill brings together three visionary leaders. They reveal the hidden AI sprawl within enterprises. They expose the risks. And they illuminate a path forward - one where governance and innovation dance in perfect harmony, where control mechanisms become the very foundation of sustainable AI transformation.

    The Conversation
    AI is everywhere. Sometimes visible, often hidden, always expanding. Our experts navigate the complex terrain of enterprise AI governance, from shadow AI implementations that operate beyond IT oversight to the regulatory frameworks demanding immediate attention. Ravi Krishnamurthy, Vice President of Product Management for AI Platform and Responsible AI, unveils AI Control Tower—a solution that brings clarity to chaos. Sampada Chavan, Senior Principal Product Manager, demonstrates how regulatory compliance becomes achievable through systematic governance. Peter Weigt, Sr. Director of Inbound Product Management for Responsible AI, challenges conventional thinking about the innovation paradox and reveals governance as the strategic enabler organizations desperately need.

    Discovery meets responsibility. Compliance meets creativity. Control meets capability.

    Expert Panel

    Ravi Krishnamurthy | Vice President of Product Management, AI Platform and Responsible AI

    Sampada Chavan | Senior Principal Product Manager, AI Control Tower

    Peter Weigt | Sr. Director, Inbound Product Management, Responsible AI

    Host: Bobby Brill

    00:00 Introduction to Governing AI at Scale

    00:31 Meet the Experts

    00:54 Hidden AI in Your Enterprise

    02:56 Discovery and Responsible AI Practices

    11:28 The Innovation Paradox

    14:59 AI Control To…

24. Welcome to Horizon - with Brian Zaik and AJ Siegel

    6 augustus 2025 · 27 min

    Afspelen
    In this episode, get introduced to ServiceNow's latest offering, Horizon, the source of truth for experience design at ServiceNow, empowering creators to design better enterprise experiences. Joining the conversation are Brian Zaik and AJ Siegel from ServiceNow, who share their insights and experiences with this innovative design system. They discuss Horizon's role as a central resource for designing experiences on the ServiceNow AI platform, making it easier for both seasoned designers and those new to the field. Lees meer

    Brian elaborates on the significance of Horizon as a single destination for all things related to UX design within the ServiceNow ecosystem. He explains how Horizon simplifies the process of creating workflows and applications by offering detailed documentation and interactive examples. AJ adds to the discussion by emphasizing the platform's capacity to enhance user experience and productivity, reflecting on his decade-long journey at ServiceNow and the evolution in UX priorities.

    The episode also covers how Horizon integrates AI capabilities into design strategies, providing a resource that remains updated with the latest trends and best practices. Brian and AJ discuss the expected future developments and additional resources that will be added to Horizon, ensuring it stays at the cutting edge of design and technology. Whether you're a developer, designer, or ServiceNow partner, this episode offers valuable insights into leveraging Horizon to create impactful and user-friendly solutions.

    Find out more about Horizon - https://horizon.servicenow.com/
    Watch on YouTube

    Guests:
    Brian Zaik - Principal Inbound Product Manager, Design System
    AJ Siegel - Director, Design Enablement Strategy

    Host: Bobby Brill

    00:00 Introduction and Guest Introductions
    01:37 What is Horizon?
    04:07 The Importance of UX in ServiceNow
    06:02 Design Systems and Their Impact
    12:37 AI Integration in Horizon
    22:29 Future Developments and Roadmap
    26:58 Wrap up

    See omnystudio.com/list…

25. Understanding Agentic AI with Rita Castillo

    5 augustus 2025 · 27 min

    Afspelen
    Understanding Agentic AI with Rita Castillo In this episode of the podcast, we dive into the fascinating world of Agentic AI with Rita Castillo, VP, Design – AI Platform Experiences. Rita illuminates how AI is becoming seamlessly woven into our daily routines, elevating automation and tackling intricate challenges. Rita deconstructs the shift from deterministic workflows to agentic systems, which can independently manage tasks while upholding ethical and security standards. We uncover the capabilities of Now Assist, the orchestrator, and specialized AI agents that unite to deliver tailored, effective, and reliable solutions. Rita also delves into the future potential of AI to unleash human creativity and propel business metamorphosis. Check out this episode for a profound dialogue on the transformative influence of AI in our professional and personal spheres. Lees meer

    Guest - Rita Castillo, VP, Design – AI Platform Experiences
    Host - Bobby Brill

    00:00 Introduction and Guest Welcome
    03:15 Introduction to Agentic AI
    05:11 Examples and Applications of Agentic AI
    08:12 Autonomy in AI Systems
    11:12 Deterministic Workflows and AI Learning
    13:16 AI Agents and Orchestrators
    17:56 Future of Agentic AI and Ethical Considerations
    23:56 Large Scale Applications and Business Transformation
    26:37 Conclusion and Final Thoughts

    ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
    ServiceNow Community: https://community.servicenow.com/community
    For general information about ServiceNow, visit: http://www.servicenow.com

    See omnystudio.com/listener for privacy information.

26. ServiceNow University and Jayney Howson - Unlocking Talent Transformation

    2 juli 2025 · 18 min

    Afspelen
    ServiceNow University and Jayney Howson - Unlocking Talent Transformation Lees meer

    In this episode of the podcast, host Bobby Brill interviews Jayney Howson, Senior Vice President, Global Head of Learning and Development at ServiceNow. They delve into the exciting world of ServiceNow University, a platform dedicated to talent transformation through innovative learning and development strategies. Jayney shares her journey from marketing to tech sales leadership and how she is now driving change in corporate learning to ensure equal opportunities for all. They also discuss the importance of reskilling for the future job market and the unique, personalized approach of ServiceNow University, which leverages AI to provide a gamified, engaging, and effective learning experience.

    Check out ServiceNow University - https://www.servicenow.com/university/training-and-certification.html

    Guest - Jayney Howson
    Senior Vice President, Global Head of Learning and Development

    Host - Bobby Brill

    00:00 Introduction and Guest Welcome
    00:25 Jayney's Career Journey
    02:35 The Concept of Learning Enablement
    04:02 The Importance of Reskilling
    08:14 ServiceNow University Overview
    13:54 Future of Learning at ServiceNow
    16:47 Conclusion and Final Thoughts

    ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
    ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com

    See omnystudio.com/listener for privacy information.

27. Exploring AI Innovations - Insights from ServiceNow Researchers

    18 juni 2025 · 26 min

    Afspelen
    Dive into the world of AI with special guests, Perouz Taslakian and Orlando Marquez, past winners of the NOW AI Conference. In this engaging episode, they share their unique journeys into AI, from Perouz's transition from theoretical computer science to AI in the industry, to Orlando's early fascination with AI systems and his work on integrating AI into ServiceNow's Flow Designer. They discuss the importance of crafting presentations that resonate with a diverse audience, balancing technical depth with practical value, and the innovative projects they've developed, including Text to Flow and Cross Context Caching. Learn how they tackle the challenge of making AI accessible and useful, and get insights into what makes a winning submission for the NOW AI Conference. Don't miss this insightful conversation—subscribe and hit the like button! Lees meer

    Guests -
    Perouz Taslakian, Sr. Staff Research Scientist, Lead
    Orlando Marquez, Sr. Staff Applied Research Scientist
    Host - Bobby Brill

    00:00 Introduction
    00:38 Meet Perouz Taslakian
    04:17 The Role of AI in Human Preferences
    05:43 Meet Orlando Marquez
    08:59 AI in Product Development at ServiceNow
    12:47 Preparing for the NOW AI Conference
    15:36 Crafting Effective Presentations about AI and its Uses
    23:09 Balancing Technical and Business Audiences
    24:58 Wrap up

    Links to papers - Perouz Taslakian
    https://aclanthology.org/2024.findings-emnlp.896/

    Links to papers - Orlando Marquez
    https://aclanthology.org/2024.naacl-industry.19/
    https://arxiv.org/abs/2412.00239
    https://arxiv.org/abs/2501.04652
    https://arxiv.org/abs/2505.24189

    See omnystudio.com/listener for privacy information.

28. InsightBench & AgentPoirot | The Future of Data Analytics & Insights

    28 mei 2025 · 27 min

    Afspelen
    Get a glimpse into the future of data analytics and insights with InsightBench, a powerful combination of cutting-edge technology and strategic business intelligence. InsightBench is a pioneering benchmark specifically designed for evaluating AI models on their proficiency in conducting end-to-end data analytics. Also on this episode is an introduction to AgentPoirot, an LLM-powered autonomous business analytics agent that can skillfully navigate InsightBench’s complex datascape. Not only can AgentPoirot ask complex questions for any given dataset, but it can also automatically find answers to those questions, making it a truly end-to-end business analytics agent. Whether you’re a technology enthusiast or a business leader, this video provides a fascinating look at the next generation of data analytics tools and their impact on the way we work. Don’t miss out on the insights that could change the way you think about data! Lees meer

    To learn more about InsightBench and AgentPoirot - https://www.servicenow.com/blogs/2024/insightbench-multifaceted-data-analytics

    00:00 Meet the Guests: Issam Laradji and Anitha Raghavan
    00:53 The Challenge of Extracting Actionable Insights
    02:07 Introducing InsightsBench
    05:07 From Research to Product: Collaboration Insights
    08:47 Real-World Use Cases of AI Insights
    11:38 Technical Deep Dive: Evaluating AI Models
    14:24 AgentPoirot: The Digital Detective
    17:47 Ensuring Accuracy and Trustworthiness in AI Insights
    23:07 Future of AI in Analytics
    25:13 Conclusion and Final Thoughts

    Guests - Issam Laradji and Anitha Raghavan

    Host/Producer - Bobby Brill

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

    ServiceNow Community: https://community.servicenow.com/community

    For general information about ServiceNow, visit: http://www.servicenow.com

    See omnystudio.com/listener for privacy information.

29. The Power of Customer Feedback | Shaping User Experience at ServiceNow

    14 mei 2025 · 34 min

    Afspelen
    Dive into the world of ServiceNow UX Research and product development with Jessie Livingston, Tricia Wilson, and Molly Bowman as they unveil the secrets behind crafting user-centric features. In this engaging podcast episode, Tricia Wilson shares insights from her research on process mining, revealing how the team transformed a tool that often failed and frustrated users into a powerful solution for optimizing business processes. Molly Bowman then discusses the challenges and triumphs of creating Now Assist Voice, ensuring it's not just a novelty but a robust tool that supports diverse voices and environments, enhancing productivity and accessibility. Jessie Livingston joins host Bobby Brill to tie it all together, highlighting the importance of user feedback in driving meaningful product enhancements. Don't miss this eye-opening discussion on how ServiceNow is bridging the gap between user experience and product design. Lees meer

    To read more about these two stories, check out the blog post from ServiceNow’s EVP and Chief Experience Officer Amy Lokey - https://www.servicenow.com/blogs/2025/customer-feedback-shaping-user-experience

    To learn more about Product Lab - https://servicenowproductlab.com/

    00:00 Meet the UX Research Team
    01:02 Understanding the Voice of the Customer with Jesse Livingston
    03:25 Exploring Process Mining with Tricia Wilson
    17:57 Voice for Now Assist: Enhancing Accessibility with Molly Bowman
    32:29 How to Get Involved with the Product Lab

    Guests - Jesse Livingston, Tricia Wilson, Molly Bowman
    Host/Producer - Bobby Brill

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

    ServiceNow Community: https://community.servicenow.com/community

    For general information about ServiceNow, visit: http://www.servicenow.com

    See omnystudio.com/listener for privacy information.

30. The Spark Team's Creative Revolution - Creating Immersive Experiences with Generative AI

    30 april 2025 · 15 min

    Afspelen
    Immerse yourself in the realm of generative AI alongside ServiceNow's Spark team, where innovation converges with state-of-the-art technology. Host Bobby Brill engages Eduardo Nauiack and Dan Durller in a conversation about their journey of turning the ordinary into the extraordinary, especially for flagship events like Knowledge and Craft Summit. Learn how Midjourney and other innovative tools have streamlined their processes, enabling the creation of bespoke, high-caliber visuals in a fraction of the time, all while upholding the brand's essence. From developing cinematic graphics for large screens to infusing product demos with sophistication, the team shares their evolution from internal experiments to pivotal external showcases. Gain an insider's perspective on how they harmonize creative liberty with brand standards and discover how this "game changer" is revolutionizing their content creation approach. Lees meer

    Guests - Eduardo Nauiack, The Spark Team - Sr. Staff Communication DesignerDan Durller, The Spark Team - Sr. Staff Communication Designer

    Host - Bobby Brill ServiceNow

    Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com

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31. Bridging the Gap - How Accessibility and Usability Work Together

    9 april 2025 · 25 min

    Afspelen
    In this episode of ServiceNow's Now Insights podcast, host Bobby Brill delves into the realm of usability and accessibility in enterprise software with special guests Aileen Hackett, Director of Product Management for Accessibility at ServiceNow, and Pratik Contractor, Senior Manager of Product Management for Accessibility and Platform Experience. The conversation covers the importance of integrating usability and accessibility, highlights innovative features like dark mode and keyboard shortcuts, and explores the role of AI in transforming and improving accessibility. Tune in to discover how ServiceNow is pioneering to make enterprise platforms more inclusive and user-friendly for everyone. Lees meer

    Host - Bobby Brill
    Guests - Aileen Hackett, Pratik Contractor

    00:00 Introduction and Guest Welcome
    01:46 Understanding Accessibility and Usability
    04:28 Examples of Accessibility Features
    06:30 Innovations in Accessibility
    11:04 AI and Accessibility18:52 Ethical Considerations in AI
    21:31 Final Thoughts and Conclusion

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32. RaptorDB - Revolutionizing Data Platforms with Will Johnson

    26 maart 2025 · 16 min

    Afspelen
    In this episode, we dive into RaptorDB with Will Johnson, VP of Data Platform Engineering at ServiceNow. Will shares his background and elaborates on RaptorDB's role in optimizing ServiceNow's data platform, including its unique hybrid transactional and analytical processing (HTAP) capabilities. The episode also covers the rollout process, customer feedback, and future directions for scaling and improving RaptorDB. Lees meer

    Guest - Will Johnson, VP of Data Platform Engineering at ServiceNow
    Host - Bobby Brill

    00:00 Introduction
    00:19 Background of Will Johnson at ServiceNow
    01:16 Overview of RaptorDB
    02:16 Types of Databases and HTAP
    04:00 RaptorDB in Action
    04:33 Customer Use Cases and Benefits
    08:11 Technical Challenges and Solutions
    10:29 Internal Testing and Customer Rollout
    14:32 Future of RaptorDB

    ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
    ServiceNow Community:
    https://community.servicenow.com/community
    For general information about ServiceNow, visit: http://www.servicenow.com

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33. Understanding Accessibility Compliance with Alaina Beaver

    12 maart 2025 · 29 min

    Afspelen
    Listen to this episode to learn about digital accessibility and compliance from ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver. She joins host Bobby Brill and they discuss conformance, legislation, and global standards in a clear and engaging way. You'll learn that accessibility is more than just following the rules. It's about making it easier for everyone, including people with disabilities, to use websites. They’ll also explain the importance of designing inclusively for a diverse range of users and how it can benefit your business. Finally, they’ll share insights into the latest advancements, challenges, and opportunities in digital accessibility. This video is a must-watch for any organization that wants to make accessibility a strategic priority and drive positive change in the digital space. Lees meer

    Guest - Alaina Beaver
    Host - Bobby Brill

    Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs

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

    ServiceNow Community: https://community.servicenow.com/community

    For general information about ServiceNow, visit: http://www.servicenow.com/

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34. Creating Multimedia Content at Scale with AI

    26 februari 2025 · 16 min

    Afspelen
    In this episode, ServiceNow’s multimedia team—Dana Haines, Macy Douglas, and Bobby Brill—discuss the process of creating high-quality video content for the company’s documentation site and YouTube channel. They explain how they use AI-powered tools like Gemini, Writer, and Well Said Labs to streamline their workflows and maintain a consistent tone and style across their videos. The team also reveals their ambitious goal of producing over 400 pieces of video content this year, including tutorials, product demos, and procedure videos, to better support customers and enhance the overall user experience. Lees meer

    Guests - Dana Haines and Macy Douglas

    Host - Bobby Brill

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

    ServiceNow Community: https://community.servicenow.com/community

    For general information about ServiceNow, visit: http://www.servicenow.com/

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35. Empathy in Action - Building Accessibility at ServiceNow

    12 februari 2025 · 29 min

    Afspelen
    In this episode, Bobby Brill is joined by ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver and Accessibility Lead, Tony Morales to discuss accessibility at ServiceNow. They explore the concept of accessibility and its relationship to diversity, equity, and inclusion. Alaina shares her perspective on promoting accessibility to customers and the significance of customer engagement. Tony delves into internal accessibility initiatives and the advantages of having an accessibility product team. They both stress the importance of organizations making accessibility a priority, both internally and externally, to ensure an inclusive and accessible experience for all. Lees meer

    Guests - Tony Morales and Alaina Beaver
    Host - Bobby Brill

    Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs

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

    ServiceNow Community: https://community.servicenow.com/community

    ServiceNow Now Insights Podcast:

    For general information about ServiceNow, visit: http://www.servicenow.com/

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36. The Humanities and Technology

    29 januari 2025 · 33 min

    Afspelen
    In this thought-provoking conversation, Roberto Bacci, Ryan Dux, and Midam Kim discuss why the humanities are more important than ever in the age of AI. They explore the importance of interdisciplinary collaboration in innovation. The conversation also highlights the role of the humanities in improving the capabilities of AI, making it more human-friendly, trustworthy, and responsible. Our guests share their insights on the skills required to transition from the humanities to technology, emphasizing the need for flexibility, adaptability, and a willingness to learn new tools and concepts. They conclude with advice to listeners in humanities and liberal arts fields on how to start and navigate a career in technology. Lees meer

    Guests - Roberto Bacci, Ryan Dux, Midam Kim
    Host - Bobby Brill

    Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs

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37. Building Trust in AI with ServiceNow's Now Assist Guardian

    20 november 2024 · 23 min

    Afspelen
    In this episode of TechBytes, AI Governance Product Manager at ServiceNow, Louis Philip Morin, discusses the critical aspects of trust in AI. The conversation delves into the challenges of creating AI experiences free from toxic and malicious language, highlighting the role of Now Assist Guardian in customizing user experiences. The episode explores the nuances of offensive language, prompt injections, and hallucinations in AI, emphasizing the importance of user control, transparency, and the ethical considerations in handling AI-generated content. Morin explains the importance of trust, user feedback, and the collaborative efforts between ServiceNow and its customers to ensure AI tools are effective and reliable. Lees meer

    00:00 Introduction to AI Behavior Challenges
    00:16 Welcome and Introduction to Louis Philip Morin
    00:54 The Importance of Trust in AI
    01:29 Understanding Now Assist Guardian
    02:04 Challenges in AI User Experience
    06:25 Dealing with Offensive and Toxic Content
    10:11 Methods for Identifying and Handling Offensive Content
    15:29 Cultural Sensitivity and Regional Differences
    18:00 User Control and Transparency in AI
    20:59 Balancing AI Accuracy and User Trust
    21:54 Conclusion and Future Directions

    Host - Bobby Brill
    Guest - Louis Philip Morin

    #servicenow #servicenowdemo #nowassist #nowassistguardian

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

    ServiceNow Community: https://community.servicenow.com/community ServiceNow

    TechBytes Podcast: https://www.servicenow.com/community/community-resources/servicenow-techbytes-podcasts/ta-p/2305455

    For general information about ServiceNow, visit: http://www.servicenow.com/

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38. Empathy in Action: Building Accessibility at ServiceNow with Eamon McErlean and Tony Morales

    16 oktober 2024 · 34 min

    Afspelen
    Empathy in Action: Building Accessibility at ServiceNow Lees meer

    In this episode of TechBytes, host Bobby Brill is joined by Eamon McErlean and Tony Morales from ServiceNow to explore the vital role of accessibility in technology. As leaders in inclusive Gen AI, they emphasize the importance of integrating accessibility into product development from the ground up. Through personal experiences and industry insights, Eamon and Tony illustrate how empathy enhances accessibility awareness and drives change. The conversation highlights new initiatives at ServiceNow, the transformative role of AI in accessibility, and the importance of creating inclusive software that benefits everyone. This candid discussion also touches on personal experiences with disabilities and the business advantages of prioritizing accessibility in the tech industry.

    To view this podcast with audio captions, please watch on YouTube -
    https://youtu.be/mh8EZejKT4s

    Check out our YouTube channel for more - https://www.youtube.com/@ServiceNowDocs/featured

    Also, visit The Accessibility and Gen AI Podcast - https://www.youtube.com/@A11yGenAI

    Guests -
    Eamon McErlean - VP and Global Head of Accessibility
    Tony Morales - Sr. Accessibility Inclusion Manager/Lead
    Host -
    Bobby Brill

    00:00 Introduction to Accessibility
    00:27 Meet Eamon McErlean
    01:29 Understanding Accessibility at ServiceNow
    02:32 Tony Morales' Journey
    04:07 ServiceNow's Accessibility Initiatives
    09:55 The Importance of Empathy in Accessibility
    26:06 AI and Accessibility: A Game Changer
    31:10 Conclusion and Final Thoughts

    See omnystudio.com/listener for privacy information.

39. Generative AI at ServiceNow with Mark Hopper

    21 augustus 2024 · 17 min

    Afspelen
    In this episode of TechBytes, Mark Hopper from the platform product team talks about generative AI at ServiceNow (Now Assist). Gen AI technology accelerates work across the ServiceNow product spectrum, especially in the areas of agents and fulfillers, end-user self-service, and developing Now applications. Mark also describes how Now Assist supports enterprise-specific LLMs to drive customer outcomes and extend into the broader ServiceNow partner ecosystem. And he gives us a look at developments for Now Assist on the horizon. Lees meer

    Guest - Mark Hopper
    Host - Steve Miller
    Producer – Christopher Price

    For more information head over to our documentation site.
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40. Enhancing User Experiences with Words and AI - with Carol Valdez

    24 juli 2024 · 15 min

    Afspelen
    In this episode of Tech Bytes, host Bobby Brill talks with Carol Valdez, Director of Content Design at ServiceNow, about the intricacies of UX writing. They discuss the importance of clarity over cleverness in software interfaces, the evolving role of AI in content creation, and practical insights on designing user experiences with precision. Valdez highlights the collaborative nature of content design, the balance between human judgment and AI assistance, and the critical role of terminology. Aspiring UX writers will find valuable tips on simplifying complex concepts and working effectively with AI tools to enhance their content design processes. Lees meer

    00:00 Introduction and Host Welcome
    00:15 The Role of Writing in UX
    01:27 The Importance of Words in UI
    02:42 Content Design at ServiceNow
    04:18 Challenges in Writing for Interfaces
    05:54 Collaborative Content Creation
    12:32 AI in Content Design
    14:23 Advice for New Writers

    Guest - Carol Valdez
    Host - Bobby Brill

    For more information head over to our documentation site.
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41. Collaborative Work Management - with Doug Page and Irene Vieth

    5 juni 2024 · 21 min

    Afspelen
    In this episode of TechBytes, product managers Doug Page and Irene Vieth talk about Collaborative Work Management (CWM), a new application to help plan, visualize, and collaborate on informal work tasks. CWM captures work that often falls through the cracks of formal project management by centralizing it in a user-friendly space with customizable features. Irene and Doug explain specific features like customizable columns, automations, and collaborative documents. They also provide insights into CWM’s development, future enhancements, practical use cases, and how to get started. Lees meer

    Guest - Doug Page and Irene Vieth
    Host - Steve Miller
    Episode Producer - Chris Price

    For more information head over to our documentation site.
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42. Controlled Friction and AI - wtih Di Le and Hayley Mortin

    22 mei 2024 · 32 min

    Afspelen
    On this episode of TechBytes we discuss the concept of Controlled Friction in AI development going into detail about what it is and the importance of incorporating stopgaps and friction to ensure responsible and ethical AI design. Our guests, Di Le, an AI strategist and ethicist, and Hayley Mortin, a UX researcher, both at ServiceNow, delve into the role of corporations in improving AI, the need for realistic user expectations, and the significance of involving UX teams early in the development process. Lees meer

    Guests - Di Le, Hayley Mortin

    Host – Bobby Brill

    Producer – Chris Price

    For more information head over to our documentation site.

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43. Cloud Cost Management with Abhi Roy - TechBytes

    8 mei 2024 · 19 min

    Afspelen
    Abhi Roy, Sr. Outbound Product Manager at ServiceNow, discusses Cloud Cost Management, its importance, challenges faced by companies, and how ServiceNow's cloud cost management product addresses these challenges. He also highlights the integration of cloud cost management into company operations and the future developments of the product. Lees meer

    Guest - Abhi Roy, Sr. Outbound Product Manager at ServiceNow
    Host - Steve Miller
    Episode Producer - Chris Price

    For more information head over to our documentation site.
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44. Writing and AI with Katie Ott - TechBytes

    24 april 2024 · 15 min

    Afspelen
    On this episode of TechBytes we discuss the significance of curiosity in understanding product use and the role of AI in technical writing. Our guest is Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow, and shares her experience as a technical writer and manager, emphasizing the evolution of technical writing from formal to conversational style. She also highlights the value of AI as a tool to enhance efficiency and provide different perspectives. Katie also points out the importance of curiosity in technical organizations for seeking knowledge and gathering information. Lees meer

    Guest -
    Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow

    Host -
    Bobby Brill, Senior Multimedia Producer

    For more information head over to our documentation site.

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45. Linguistics and Language in GenAI

    10 april 2024 · 24 min

    Afspelen
    On this episode of TechBytes we talk with three experts in the field of language and linguistics and delve into the importance of linguistics in making AI successful. Our discussion includes Roberto Bacci, Manager, Content Development in ATG, along with Midam Kim and Ryan Dux, both Senior Linguists in ATG here at ServiceNow. We get a quick lesson in linguistics and how it is paramount in achieving the goal of making large language models more human-like and emotionally intelligent for customer interaction, and the application of linguistics in enhancing AI and LLMs at ServiceNow. The team also explores the role of emotion, empathy, friendliness, and trust in AI communication and interaction, highlighting the various challenges and strategies involved. The conversation provides insights into the evolving field of linguistics and its impact on AI technology. Lees meer

    Guests - Roberto Bacci, Midam Kim, Ryan Dux

    Host - Bobby Brill

    For more information head over to our documentation site.

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46. UX Research and AI with Jessa Anderson

    27 maart 2024 · 21 min

    Afspelen
    In this episode of TechBytes we discuss the importance of human-centered AI, focusing on the collaboration between technology and humans. Jessa Anderson, manager UX Research at ServiceNow, talks about integrating UX research with generative AI, emphasizing transparency, feedback, and human oversight. We dive into the need to set realistic expectations, guide users on how to interact with AI, and elevate the human experience. Jessa also touches on the nuances of AI usability, the role of personas in UX research, and the significance of transparency in AI interactions. Lees meer

    We have some great episodes coming in the next few weeks featuring more discussions on GenAI, UX, and Linguistics with guests including Di Le, Hayley Mortin, Katie Ott, Roberto Bacci, Midam Kim, Ryan Dux, Abhi Roy and more.

    Guest -
    Jessa Anderson - Manager, UX Research, AI Experience Research Department

    Episode host -
    Bobby Brill

    For more information head over to our documentation site.

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47. Life After ChatGPT with Di Le and Hayley Mortin - Episode 68

    20 maart 2024 · 24 min

    Afspelen
    This episode of TechBytes features a discussion between Di Le, Human Centered & Responsible AI Design Strategist at ServiceNow and Hayley Mortin, Sr. UX Researcher, AI/ML UX Research here at ServiceNow about the impact and evolution of AI, particularly ChatGPT, in various industries. They discuss the widespread adoption, ethical and societal concerns, public dialogue, and the transformative potential of AI in creative and bureaucratic processes. The conversation highlights the emerging roles and diverse skill sets that are gaining importance in the AI industry, along with the need for human oversight in AI decision-making. Lees meer

    Guests -
    Di Le, Human Centered & Responsible AI Design Strategist
    Hayley Mortin, Sr. UX Researcher, AI/ML UX Research

    Host -
    Bobby Brill, Senior Multimedia Producer

    For more information head over to our documentation site.

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48. Episode 67: Enterprise Asset Management

    20 juli 2023 · 26 min

    Afspelen
    In this episode, Product Managers Juliana Beauvais and Narayan Balabascarane tell us how ServiceNow Enterprise Asset Management extends traditional asset management to the enterprise level for all types of assets. This episode covers: Lees meer

    What is enterprise asset management?

    How does Now EAM work?

    How did Now EAM get started and evolve?

    How does a company start thinking about enterprise asset management?

    How does a company get started with Now EAM?

    Tips for using Now EAM

    What’s in store for Now EAM down the road?

    For more information, see:

    Product documentation: Enterprise Asset Management

    ServiceNow Community: EAM articles

    ServiceNow Community: EAM blog

    ServiceNow Community Webinar: Setting up for success with EAM

    Your feedback helps us serve you better – please leave us a comment.

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49. Episode 66: Natural language understanding

    6 juni 2023 · 16 min

    Afspelen
    In this episode, Product Manager Sibo Ding tells us how natural language understanding (NLU) capability improves performance and user experience for Virtual Agent, AI Search, and other ServiceNow user interface features. This episode covers: Lees meer

    What is NLU?

    How does ServiceNow use NLU?

    How does ServiceNow NLU work?

    How does a company add NLU to its ServiceNow products?

    What’s in store for ServiceNow NLU in the future?

    For more information, see:

    Product documentation: Natural Language Understanding

    ServiceNow Community: Virtual Agent & NLU

    Your feedback helps us serve you better – please leave us a comment.

    Subscribe today!

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50. Episode 65: ESG Management

    22 februari 2023 · 31 min

    Afspelen
    In this episode, Product Manager Vaisakh Krishnan tells us how the Now ESG Management product helps companies develop, manage and report on their Environmental, Social, and Governance program. This episode covers: Lees meer

    What is ESG and why is it important?

    ESG challenges

    Using ESG Management to develop an ESG program

    ESG Command Center

    Getting started

    For the future

    For more information, see:

    Product documentation: Environmental, Social, and Governance Management

    Servicenow.com: ESG Management

    YouTube webinar: Introducing ESG Management

    YouTube webinar: What’s New in ESG Management

    Your feedback helps us serve you better – please leave us a comment!

    Subscribe to iTunes

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