Being AI Native at ServiceNow

Being AI Native at ServiceNow

Author: ServiceNow Community May 28, 2026 Duration: 24:08

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.

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WHAT WE COVER
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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

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ABOUT THIS PODCAST
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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.


Ever wondered what happens behind the scenes of the platform that powers so much of today's enterprise workflow? ServiceNow Insights pulls back the curtain, offering a direct line to the minds building and shaping the technology. This isn't a series of polished press releases; it's a collection of genuine conversations with the engineers, product managers, and innovators from the ServiceNow Community who are doing the actual work. You'll hear the unscripted stories behind the latest features-not just what they do, but the real-world problems they aim to solve and the interesting challenges encountered along the way. Each episode delves into the practical implications of new updates and products, giving you a clearer sense of how these tools evolve and where they might be headed next. Whether you're deeply embedded in the ecosystem as an admin or platform owner, or simply curious about how complex digital services are orchestrated, this podcast provides context and clarity you can't find elsewhere. Tune in for a grounded, technical, and genuinely insightful look at the forces driving innovation in this space, straight from the source.
Author: Language: en-us Episodes: 100

ServiceNow Insights 
Podcast Episodes
Generative AI at ServiceNow with Mark Hopper [not-audio_url] [/not-audio_url]

Duration: 16:34
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…
Enhancing User Experiences with Words and AI - with Carol Valdez [not-audio_url] [/not-audio_url]

Duration: 15:12
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 i…
Controlled Friction and AI - wtih Di Le and Hayley Mortin [not-audio_url] [/not-audio_url]

Duration: 32:06
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…
Cloud Cost Management with Abhi Roy - TechBytes [not-audio_url] [/not-audio_url]

Duration: 19:16
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…
Writing and AI with Katie Ott - TechBytes [not-audio_url] [/not-audio_url]

Duration: 14:50
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 S…
Linguistics and Language in GenAI [not-audio_url] [/not-audio_url]

Duration: 24:12
This episode of TechBytes delves into the importance of linguistics in making AI successful, focusing on large language models and emotionally intelligent customer interactions. Experts from ServiceNow discuss applying l…
UX Research and AI with Jessa Anderson [not-audio_url] [/not-audio_url]

Duration: 21:25
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 rese…
Life After ChatGPT with Di Le and Hayley Mortin - Episode 68 [not-audio_url] [/not-audio_url]

Duration: 23:45
This episode of TechBytes features a discussion between Di Le, Human Centered & Responsible AI Design Strategist at ServiceNow and Hayley Morton, Sr. UX Researcher, AI/ML UX Research here at ServiceNow about the impact a…
Episode 67: Enterprise Asset Management [not-audio_url] [/not-audio_url]

Duration: 26:14
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 e…