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 RameshHost - Bobby BrillSee omnystudio.com/listener for privacy information.

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 ThoughtsSee omnystudio.com/listener for privacy information.

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.

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 Welcome00:21 Understanding the Importance of Accessibility00:55 What's New in Accessibility Standards02:16 ServiceNow's Commitment to WCAG 2.204:11 Navigating the Transition to WCAG 2.209:12 Legislation and Global Standards13:13 AI and Voice Input for Accessibility16:01 Text Adjust: Enhancing Readability19:31 AI Model Accessibility Checker22:15 Wrap UpSee omnystudio.com/listener for privacy information.

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/MLTori Morrison: Senior UX ResearcherJesse Livingston: Research Communication ManagerBobby 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.

Governing AI – Welcome to AI Control Tower Episode Overview  Governance accelerates AI success. Control enables innovation. In this premiere episode, we explore how ServiceNow governs AI at scale through AI Control Tower, a groundbreaking solution that transforms how enterprises manage their artificial intelligence landscape.  Host Bobby Brill brings together three visionary leaders. They reveal the hidden AI sprawl within enterprises. They expose the risks. And they illuminate a path forward - one where governance and innovation dance in perfect harmony, where control mechanisms become the very foundation of sustainable AI transformation.  The Conversation AI is everywhere. Sometimes visible, often hidden, always expanding. Our experts navigate the complex terrain of enterprise AI governance, from shadow AI implementations that operate beyond IT oversight to the regulatory frameworks demanding immediate attention. Ravi Krishnamurthy, Vice President of Product Management for AI Platform and Responsible AI, unveils AI Control Tower—a solution that brings clarity to chaos. Sampada Chavan, Senior Principal Product Manager, demonstrates how regulatory compliance becomes achievable through systematic governance. Peter Weigt, Sr. Director of Inbound Product Management for Responsible AI, challenges conventional thinking about the innovation paradox and reveals governance as the strategic enabler organizations desperately need.  Discovery meets responsibility. Compliance meets creativity. Control meets capability.    Expert Panel  Ravi Krishnamurthy | Vice President of Product Management, AI Platform and Responsible AI  Sampada Chavan | Senior Principal Product Manager, AI Control Tower  Peter Weigt | Sr. Director, Inbound Product Management, Responsible AI  Host: Bobby Brill    00:00 Introduction to Governing AI at Scale  00:31 Meet the Experts  00:54 Hidden AI in Your Enterprise  02:56 Discovery and Responsible AI Practices  11:28 The Innovation Paradox  14:59 AI Control Tower and Governance  19:42 Conclusion and Final Thoughts    Links to AICT deep-dive blogs:  https://www.servicenow.com/community/now-assist-articles/part-0-our-journey-to-the-ai-control-tower-nbsp/ta-p/3280295  https://www.servicenow.com/community/now-assist-articles/part-1-the-gathering-storm-ai-s-rising-tension-nbsp/ta-p/3280309  https://www.servicenow.com/community/now-assist-articles/part-2-the-architecture-of-control-building-the-ai-control-tower/ta-p/3344257             See omnystudio.com/listener for privacy information.

In this episode, get introduced to ServiceNow's latest offering, Horizon, the source of truth for experience design at ServiceNow, empowering creators to design better enterprise experiences. Joining the conversation are Brian Zaik and AJ Siegel from ServiceNow, who share their insights and experiences with this innovative design system. They discuss Horizon's role as a central resource for designing experiences on the ServiceNow AI platform, making it easier for both seasoned designers and those new to the field. Brian elaborates on the significance of Horizon as a single destination for all things related to UX design within the ServiceNow ecosystem. He explains how Horizon simplifies the process of creating workflows and applications by offering detailed documentation and interactive examples. AJ adds to the discussion by emphasizing the platform's capacity to enhance user experience and productivity, reflecting on his decade-long journey at ServiceNow and the evolution in UX priorities. The episode also covers how Horizon integrates AI capabilities into design strategies, providing a resource that remains updated with the latest trends and best practices. Brian and AJ discuss the expected future developments and additional resources that will be added to Horizon, ensuring it stays at the cutting edge of design and technology. Whether you're a developer, designer, or ServiceNow partner, this episode offers valuable insights into leveraging Horizon to create impactful and user-friendly solutions. Find out more about Horizon - https://horizon.servicenow.com/Watch on YouTube Guests:Brian Zaik - Principal Inbound Product Manager, Design SystemAJ Siegel - Director, Design Enablement StrategyHost: Bobby Brill 00:00 Introduction and Guest Introductions01:37 What is Horizon?04:07 The Importance of UX in ServiceNow06:02 Design Systems and Their Impact12:37 AI Integration in Horizon22:29 Future Developments and Roadmap26:58 Wrap up    See omnystudio.com/listener for privacy information.

Understanding Agentic AI with Rita Castillo In this episode of the podcast, we dive into the fascinating world of Agentic AI with Rita Castillo, VP, Design – AI Platform Experiences. Rita illuminates how AI is becoming seamlessly woven into our daily routines, elevating automation and tackling intricate challenges. Rita deconstructs the shift from deterministic workflows to agentic systems, which can independently manage tasks while upholding ethical and security standards. We uncover the capabilities of Now Assist, the orchestrator, and specialized AI agents that unite to deliver tailored, effective, and reliable solutions. Rita also delves into the future potential of AI to unleash human creativity and propel business metamorphosis. Check out this episode for a profound dialogue on the transformative influence of AI in our professional and personal spheres. Guest - Rita Castillo, VP, Design – AI Platform Experiences Host - Bobby Brill 00:00 Introduction and Guest Welcome 03:15 Introduction to Agentic AI 05:11 Examples and Applications of Agentic AI 08:12 Autonomy in AI Systems 11:12 Deterministic Workflows and AI Learning 13:16 AI Agents and Orchestrators 17:56 Future of Agentic AI and Ethical Considerations 23:56 Large Scale Applications and Business Transformation 26:37 Conclusion and Final Thoughts 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.comSee omnystudio.com/listener for privacy information.

ServiceNow University and Jayney Howson - Unlocking Talent Transformation In this episode of the podcast, host Bobby Brill interviews Jayney Howson, Senior Vice President, Global Head of Learning and Development at ServiceNow. They delve into the exciting world of ServiceNow University, a platform dedicated to talent transformation through innovative learning and development strategies. Jayney shares her journey from marketing to tech sales leadership and how she is now driving change in corporate learning to ensure equal opportunities for all. They also discuss the importance of reskilling for the future job market and the unique, personalized approach of ServiceNow University, which leverages AI to provide a gamified, engaging, and effective learning experience. Check out ServiceNow University - https://www.servicenow.com/university/training-and-certification.html Guest - Jayney Howson Senior Vice President, Global Head of Learning and DevelopmentHost - Bobby Brill 00:00 Introduction and Guest Welcome 00:25 Jayney's Career Journey 02:35 The Concept of Learning Enablement 04:02 The Importance of Reskilling 08:14 ServiceNow University Overview 13:54 Future of Learning at ServiceNow 16:47 Conclusion and Final Thoughts 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.comSee omnystudio.com/listener for privacy information.

Dive into the world of AI with special guests, Perouz Taslakian and Orlando Marquez, past winners of the NOW AI Conference. In this engaging episode, they share their unique journeys into AI, from Perouz's transition from theoretical computer science to AI in the industry, to Orlando's early fascination with AI systems and his work on integrating AI into ServiceNow's Flow Designer. They discuss the importance of crafting presentations that resonate with a diverse audience, balancing technical depth with practical value, and the innovative projects they've developed, including Text to Flow and Cross Context Caching. Learn how they tackle the challenge of making AI accessible and useful, and get insights into what makes a winning submission for the NOW AI Conference. Don't miss this insightful conversation—subscribe and hit the like button! Guests -Perouz Taslakian, Sr. Staff Research Scientist, LeadOrlando Marquez, Sr. Staff Applied Research ScientistHost - Bobby Brill00:00 Introduction00:38 Meet Perouz Taslakian04:17 The Role of AI in Human Preferences05:43 Meet Orlando Marquez08:59 AI in Product Development at ServiceNow12:47 Preparing for the NOW AI Conference15:36 Crafting Effective Presentations about AI and its Uses23:09 Balancing Technical and Business Audiences24:58 Wrap up Links to papers - Perouz Taslakianhttps://aclanthology.org/2024.findings-emnlp.896/ Links to papers - Orlando Marquezhttps://aclanthology.org/2024.naacl-industry.19/https://arxiv.org/abs/2412.00239https://arxiv.org/abs/2501.04652https://arxiv.org/abs/2505.24189See omnystudio.com/listener for privacy information.