How Voice AI Learns to Understand You

How Voice AI Learns to Understand You

Author: ServiceNow Community September 16, 2026 Duration: 21:55
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.

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: 50

ServiceNow Insights 
Podcast Episodes
Teaching a Computer to Speak | Voice AI in the Real World [not-audio_url] [/not-audio_url]

Duration: 20:50
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…
ServiceNow Process Intelligence | Don't Automate the Chaos [not-audio_url] [/not-audio_url]

Duration: 25:07
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 intellige…
Being AI Native at ServiceNow [not-audio_url] [/not-audio_url]

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, buildin…
EVA - A Framework for Evaluating Voice Agents by ServiceNow [not-audio_url] [/not-audio_url]

Duration: 29:37
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…
AI Control Tower - Governing AI at Scale with ServiceNow [not-audio_url] [/not-audio_url]

Duration: 18:33
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 gove…
AGENTIC AI - The Future of Work and the Agents Building It [not-audio_url] [/not-audio_url]

Duration: 23:05
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-minut…