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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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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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

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

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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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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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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:

• Product documentation: Common Service Data Model
• CSDM 4.0 White paper
• Now Create: CSDM Getting Started Workshop
• Now Create: CSDM Data Modeling Workbook
• Now Create: CSDM Data Model Examples
• Community article: 20 Steps to Align to CSDM

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

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In this episode, product manager Caitlin Morse and development lead Justin Hardin talk about Digital Portfolio Management (DPM), a new way to manage your company’s apps and digital services. This episode covers:

• Overview of DPM
• Enterprise and personal portfolios
• KPIs to monitor your apps and services
• Getting started
• Scaling up
• Plans for the future

For more information, see:

• Product documentation: Digital Portfolio Management
• Video: Digital Portfolio Management overview
• Digital Services Forum

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

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In this episode, product manager Jina Li and lead engineer Sravani Nuti talk about App Engine Studio, which helps everyone build ServiceNow apps, not just developers. This episode covers: 

• Overview and history of AES 
• Getting started with AES 
• Scaling up 
• Collaborating to develop apps more effectively 
• Flexibility in deploying apps 
• Plans for the future 

For more information, see: 

• Product documentation: App Engine Studio 
• Community forum 
• Community blog: Where to start with App Engine Studio
• ServiceNow Developer Program 
• Citizen Development Program 

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

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In this episode, product manager Manjeet Singh talks about Process Optimization, a ServiceNow native process-mining application to help process owners and business analysts identify, streamline, and automate workflows for their enterprise. This episode covers:

• What is process optimization?
• Identifying and streamlining processes
• Evolution of the Process Optimization app
• Integrating Process Optimization with other capabilities
• Getting started with Process Optimization
• Plans for the future

For more information, see:

• Product documentation: Process Optimization
• Community forum: Process Optimization

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In this episode, product manager Niki Patel talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today’s distributed workforce. This episode covers:

• What is Workforce Optimization?
• Flexible scheduling and on-call
• Forecasting agent demand
• Performance Analytics and KPIs for individual agents
• Using external learning resources for agents

For more information, see:

• Product documentation: Workforce Optimization for ITSM
• Community blog: Workforce Optimization for ITSM - Rome features
• Community article: Managing on-call and normal workshifts in Workforce Optimization for ITSM
• Community article: Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning

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