The Human in the Loop | Ethical AI with Di Le

The Human in the Loop | Ethical AI with Di Le

Author: ServiceNow Community March 4, 2026 Duration: 29:03

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.


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.
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