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ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow, and offers valuable insights to help you stay informed and leverage the full potential of the platform.

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August 20 · 22 min
Why Translation Isn't the Same as Understanding | Multilingual Content at ServiceNow
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. #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.
August 5 · 20 min
Teaching a Computer to Speak | Voice AI in the Real World
Voice AI sounds simple until you try to deploy it at scale — across airports, accents, languages, and thousands of employees at once. 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 more ServiceNow Insights episodes on AI, voice technology, and enterprise innovation. Related episode: Voice AI Agent Evaluation — how ServiceNow measures whether voice AI meets human expectations. https://youtu.be/x7Ks932T18o For more about voice in AI from Midam Kim - https://youtu.be/3NUf6W_FMWs?is=wGc7BfyhiDp8JlOW #VoiceAI #EnterpriseAI #ServiceNow #ArtificialIntelligence #Linguistics #ConversationalAI #AIProduct #Podcast See omnystudio.com/listener for privacy information.
July 22 · 25 min
ServiceNow Process Intelligence | Don't Automate the Chaos
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. 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 between process mining and process intelligence: three layers in one • The AI Visibility Gap: why almost every customer has deployed an agent, but few can prove it’s working • A real customer example — an agent that improved response time but quietly increased the reopen rate • The four-step framework for AI-ready process improvement: Find, Understand, Improve, Streamline • The 2–15 minute rule (and the 3–9 minute sweet spot) for sizing the right AI agent use cases • Why skipping straight to automation is exactly how you end up automating the chaos • Task Mining and the procurement approval example — 45 minutes across four systems, invisible to process mining alone • The six steps of the closed loop, and why the ‘detect’ step is the one everyone skips • Using the compare feature to measure whether an AI agent actually helped — or just moved the problem • AI Control Tower, explained simply — and how it becomes a third layer of process intelligence • Closed loop intelligence: the agent, the governance, and the agent’s own behavior — all observable, all improving GET STARTED If you’re a ServiceNow customer, you already have access to free evaluation projects — no license needed. https://www.servicenow.com/au/products/process-mining/get-started.html https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html https://www.youtube.com/watch?v=TVrU0TQ7ldM https://www.youtube.com/watch?v=GLKROYqnc10 #ServiceNow #ProcessMining #ProcessIntelligence #AIAgents #AgenticAI #TaskMining #AIGovernance #AIControlTower #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #ClosedLoopIntelligence #ServiceNowPodcast #EnterpriseAI #DontAutomateTheChaos See omnystudio.com/listener for privacy information.
July 9 · 23 min
ServiceNow Process Intelligence | From Sticky Notes to Process Maps in Five Minutes
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. 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 really stands • The wearable vs. annual physical: why continuous process mining beats the yearly audit • Conformance checking and the happy path — what it means when your process deviates • Non-conformance explained with a real change management example (87% vs. 98% CAB approval) • How the ServiceNow Playbooks feature turns detection into real-time correction with one click • Task Mining: what people do in Outlook, Teams, and Excel that never appears in your process map • How to start mining your own data today — no license required, no IT admin needed GET STARTED If you’re a ServiceNow customer, you already have access to free evaluation projects — no license needed. https://www.servicenow.com/au/products/process-mining/get-started.html https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html https://www.youtube.com/watch?v=TVrU0TQ7ldM https://www.youtube.com/watch?v=GLKROYqnc10 TAGS #ServiceNow #ProcessMining #ProcessIntelligence #SixSigma #LeanSixSigma #TaskMining #AIAgents #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #NonConformance #Playbooks #ServiceNowPodcast #EnterpriseAI #ProcessImprovement #GembaWalk #ConformanceChecking See omnystudio.com/listener for privacy information.
June 17 · 23 min
The Cost of Building the Right Thing | AI, Speed & Discernment at ServiceNow
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. ━━━━━━━━━━━━━━━━━━━━━━━━ 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 wrong thing has climbed exponentially • Discernment is the bottleneck — not speed. Nine concepts in an hour still needs a tastemaker • AI quality is only as good as the content signals it receives — governance is not optional • The customer north star hasn't changed. AI just changes how fast you can move toward it • Customer value is the only metric that matters. Everything else is the path to it ━━━━━━━━━━━━━━━━━━━━━━━━ ABOUT THIS PODCAST ━━━━━━━━━━━━━━━━━━━━━━━━ Subscribe for new episodes on AI, product, engineering, and the future of work. #ServiceNow #AI #ArtificialIntelligence #ProductDesign #SoftwareEngineering #ContentGovernance #DesignLeadership #AIStrategy #ProductManagement #EngineeringLeadership #TechLeadership #FutureOfWork #ServiceNowInsights #MachineLearning #Innovation #DesignThinking #TechPodcast #AIProductivity #DigitalTransformation #CustomerValue See omnystudio.com/listener for privacy information.
May 27 · 24 min
Being AI Native at ServiceNow
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. ━━━━━━━━━━━━━━━━━━━━━━━━ 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 ━━━━━━━━━━━━━━━━━━━━━━━━ ABOUT THIS PODCAST ━━━━━━━━━━━━━━━━━━━━━━━━ Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work. #AINative #ServiceNow #ResponsibleAI #HumanCenteredAI #AIEthics #EnterpriseAI #FutureOfWork #NowAssist #ArtificialIntelligence #Podcast See omnystudio.com/listener for privacy information.
May 13 · 29 min
Day One Ready: What New Engineers Need to Know About AI — Engineering Now Unlocked
Day One Ready: What New Engineers Actually Need to Know About AI | Engineering Now Unlocked 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 ServiceNow Insights Links & Resources Learn more about ServiceNow Engineering → https://www.servicenow.com/company/careers/engineering.html ServiceNow Docs → https://docs.servicenow.com New to the channel? Subscribe so you never miss an episode of ServiceNow Insights. See omnystudio.com/listener for privacy information.
April 29 · 29 min
EVA - A Framework for Evaluating Voice Agents by ServiceNow
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. 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 lag behind text LLMs—human evaluators remain essential Latency Kills Conversations: Five-second pauses make users think the call dropped, breaking the experience even when tasks complete Open-Source Framework: ServiceNow releasing evaluation tools, metrics, and bot-to-bot simulation methodology for the industry. LEARN MORE Website: https://servicenow.github.io/eva/ GitHub: https://github.com/servicenow/eva Blog Post: https://huggingface.co/blog/ServiceNow-AI/eva Dataset: https://huggingface.co/datasets/ServiceNow-AI/eva ABOUT Hosted by Bobby Brill. ServiceNow Insights podcast explores AI research, real-world applications, and the people building the future of work. #VoiceAI #AIEvaluation #ServiceNow #MachineLearning #OpenSource #ConversationalAI #STT #TTS #LLM #VoiceAgents #AIResearch #Podcast See omnystudio.com/listener for privacy information.
April 15 · 18 min
AI Control Tower - Governing AI at Scale with ServiceNow
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. ━━━━━━━━━━━━━━━━━━━━━━━━ WHAT WE COVER ━━━━━━━━━━━━━━━━━━━━━━━━ 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. ━━━━━━━━━━━━━━━━━━━━━━━━ CHAPTERS ━━━━━━━━━━━━━━━━━━━━━━━━ 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 ━━━━━━━━━━━━━━━━━━━━━━━━ KEY DATES TO KNOW ━━━━━━━━━━━━━━━━━━━━━━━━ EU AI Act enforcement: August 2026 Colorado AI Act enforcement: June 2026 NIST AI RMF: Voluntary framework, increasingly referenced by regulators ━━━━━━━━━━━━━━━━━━━━━━━━ LEARN MORE ━━━━━━━━━━━━━━━━━━━━━━━━ ServiceNow AI Control Tower: https://www.servicenow.com NIST AI Risk Management Framework: https://www.nist.gov/artificial-intelligence ━━━━━━━━━━━━━━━━━━━━━━━━ ABOUT THIS PODCAST ━━━━━━━━━━━━━━━━━━━━━━━━ Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work. #AIGovernance #ServiceNow #AIControlTower #ResponsibleAI #EUAIAct #EnterpriseAI #AICompliance #FutureOfWork #NowAssist #Podcast See omnystudio.com/listener for privacy information.
April 2 · 23 min
AGENTIC AI - The Future of Work and the Agents Building It
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. 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. ━━━━━━━━━━━━━━━━━━━━━━━━ WHAT WE COVER ━━━━━━━━━━━━━━━━━━━━━━━━ 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. ━━━━━━━━━━━━━━━━━━━━━━━━ 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 ━━━━━━━━━━━━━━━━━━━━━━━━ GUESTS ━━━━━━━━━━━━━━━━━━━━━━━━ Rita Castillo — VP, AI Design at ServiceNow Amrutha Ramesh — Visiting Researcher, ServiceNow Issam Laradji — Research Scientist, ServiceNow Anitha Raghavan — Product Manager, ServiceNow ━━━━━━━━━━━━━━━━━━━━━━━━ LEARN MORE ━━━━━━━━━━━━━━━━━━━━━━━━ ServiceNow Agentic AI: https://www.servicenow.com More episodes: Narrative Analytics with Agent Ada: https://youtu.be/k1P9o2glq90 InsightBench & AgentPoirot: https://youtu.be/0_ikQQ82qAk Understanding Agentic AI with Rita Castillo: https://youtu.be/JyFdcQChYLs ━━━━━━━━━━━━━━━━━━━━━━━━ ABOUT THIS PODCAST ━━━━━━━━━━━━━━━━━━━━━━━━ Hosted by Bobby Brill. ServiceNow INsights podcast explores the people, technology, and ideas shaping the future of work. #AgenticAI #ServiceNow #AIAgents #ArtificialIntelligence #FutureOfWork #EnterpriseAI #DataAnalytics #NowAssist #MachineLearning #Podcast See omnystudio.com/listener for privacy information.
March 18 · 23 min
The Hidden Cost of How Your Business Actually Works | Process Mining with Dan Grady
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. 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 Practices: How to Avoid Getting Overwhelmed 12:35 – Getting Started: First Steps on the Platform 15:11 – Real Customer Use Cases (Approvals, Routing & More) 17:59 – Why You Never Stop Needing Process Mining 20:50 – The Analytics Stack: Operational Reporting → Platform Analytics → Process Mining 22:45 – Closing & Where to Learn More See omnystudio.com/listener for privacy information.
March 4 · 29 min
The Human in the Loop | Ethical AI with Di Le
The Human in the Loop | Ethical AI with Di Le ServicveNow Insights Podcast - hosted By Bobby Brill 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 – Why Di Chose ServiceNow (The Origin Story) 27:09 – One Thing Everyone Should Do With AI 28:38 – Closing See omnystudio.com/listener for privacy information.
February 19 · 43 min
UTG Unlocked: AI Careers, Partnering with AI, and Understanding Global Cloud Services at ServiceNow
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. 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 & Root-Cause Hunting  33:37 Alyssa’s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity  35:38 What’s Next: Emerging Tech on the Radar (AI to Quantum Computing)  37:15 Closing Takeaways: Keep Learning, Use AI Wisely, Ask Questions, and Give Back  40:12 Final Words & Where to Learn More See omnystudio.com/listener for privacy information.
Dec 24, 2025 · 39 min
Exploring Leadership and AI with Anand Tharanathan
Exploring Leadership and AI with Anand Tharanathan 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 34:25 Building AI-Powered Products 36:37 Balancing AI and Business Goals 38:45 Concluding Thoughts on AI See omnystudio.com/listener for privacy information.
Dec 3, 2025 · 26 min
AI-Driven Innovation with Shruti Shrivastava and Averria Martin
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. 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.
Nov 20, 2025 · 14 min
Narrative Analytics with Agent Ada
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. 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.
Nov 6, 2025 · 19 min
AI Regulations Explained: EU AI Act, Colorado Law, and NIST Framework
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. 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.
Oct 27, 2025 · 23 min
Healthcare Referral Management and the Power of AI with ServiceNow and KeenStack
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. 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.
Sep 17, 2025 · 22 min
New Accessibility Tools and Updates with Dr. Alaina Beaver
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. 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.
Sep 3, 2025 · 23 min
The Power of Customer Feedback | AI Control Tower & ServiceNow University
Exploring UXR at ServiceNow: Enhancing AI Control and ServiceNow University 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.

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