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Latest Episodes:

Controlled Friction and AI - wtih Di Le and Hayley Mortin May 22, 2024

Show notes

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.

Guests - Di Le, Hayley Mortin

Host – Bobby Brill

Producer – Chris Price

For more information head over to our documentation site.

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Cloud Cost Management with Abhi Roy - TechBytes May 08, 2024

Show notes

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.

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

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Writing and AI with Katie Ott - TechBytes Apr 24, 2024

Show notes

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.
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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Linguistics and Language in GenAI Apr 10, 2024

Show notes

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.

Guests - Roberto Bacci, Midam Kim, Ryan Dux

Host - Bobby Brill

For more information head over to our documentation site.

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UX Research and AI with Jessa Anderson Mar 27, 2024

Show notes

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.

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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Life After ChatGPT with Di Le and Hayley Mortin - Episode 68 Mar 20, 2024

Show notes

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.

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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Episode 67: Enterprise Asset Management Jul 20, 2023

Show notes

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:

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

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Episode 66: Natural language understanding Jun 05, 2023

Show notes

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:

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

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Episode 65: ESG Management Feb 21, 2023

Show notes

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:

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!

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Episode 64: Bringing your data together with CSDM Oct 26, 2022

Show notes

In this episode, Portfolio Manager Mary Vanatta talks about the Common Service Data Model (CSDM), which brings all your data together across the entire platform to help your ServiceNow apps work together better, and enables enterprise-wide reporting. This episode covers:

What is CSDM?
A new way of operating
Implementing CSDM
Getting started

For more information, see:

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