In this episode, Darius Koohmarey and Sameep Kodia talk about the Embedded Help and Guided Tour features to give users helpful info while they're using the product. This episode covers:
What is embedded help?
Context sensitivity: domain, product screen, and user role
Supported media types
What is a guided tour?
Guided Tour Designer

For more information, see:
Product documentation: Embedded help and guided tours
Blog post: Embedded Help and Guided Tours in Jakarta

Your feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.

To catch clips behind the scenes with our guests and hear about new episodes before they’re published, follow @NOWsupport on Twitter. You can also search Twitter using #SNtechbytes for previous podcasts, video clips and pictures.

In this episode, Darius Koohmarey&nbsp;and Sameep Kodia&nbsp;talk about the Embedded Help and Guided Tour features to give users helpful info while they're using the product. This episode covers:
<ul>
<li>What is embedded help?</li>
<li>Context sensitivity: domain, product screen, and user role</li>
<li>Supported media types</li>
<li>What is a guided tour?</li>
<li>Guided Tour Designer</li>
</ul>
For more information, see:
<ul>
<li>Product documentation: <a href="https://docs.servicenow.com/bundle/kingston-platform-user-interface/page/build/help-guided-tours/concept/embedded-help-guided-tours.html">Embedded help and guided tours</a></li>
<li>Blog post: <a href="https://community.servicenow.com/community?id=community_blog&amp;sys_id=3fbdaea9dbd0dbc01dcaf3231f96192b&amp;view_source=searchResult">Embedded Help and Guided Tours in Jakarta</a></li>
</ul>
Your feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
To catch clips behind the scenes with our guests and hear about new episodes before they&rsquo;re published, follow&nbsp;<a href="https://twitter.com/NOWsupport" target="_blank" rel="noopener">@NOWsupport on Twitter.</a>&nbsp;You can also search Twitter using <a href="https://twitter.com/search?f=tweets&amp;vertical=default&amp;q=%23sntechbytes&amp;src=typd" target="_blank" rel="noopener">#SNtechbytes</a>&nbsp;for previous podcasts, video clips and pictures.

ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,  and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow Insights&nbsp;is your insider&rsquo;s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,&nbsp;&nbsp;and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow TechBytes is a Podcast Program hosted …

ServiceNow Insights 

ServiceNow Podcast Program is a collection of podcast shows hosted by various ServiceNow experts and professionals covering different focus areas and a broad variety of topics. Come listen to our experts talk about what's going on at ServiceNow. Join the conversation!

Visit the Now Community forums

ServiceNow Podcast Program is a collection of podcast shows hosted by various ServiceNow experts and professionals covering different focus areas and a broad variety of topics. Come listen to our experts talk about what's going on at ServiceNow. Join the conversation!
<a href="https://community.servicenow.com/community">Visit the Now Community forums</a>

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ServiceNow Insights Podcast

Episode 41: Embedded Help and Guided Tours

#Localization #Globalization #ServiceNow #AI 

A translation can be word-for-word accurate and still be completely wrong. In this episode, Bobby Brill sits down with Sam Smyth, Product Manager on the globalization side at ServiceNow, to get into what happens after you decide to go multilingual — the tools, the governance, and the quiet work nobody sees until it breaks. 

Sam spent fifteen years in localization operations and management before joining ServiceNow, and he's blunt about what actually goes wrong: it's rarely the translator. It's the content you sent them. We get into Localization Workspace, the new globalization agent that builds a glossary from your knowledge articles in minutes, why every customer still insists on a human in the loop, and the one mistake that will break your product UI in six languages at once. 

Past Localization episodes: 
https://youtu.be/4ka4qLk8Uj0
https://youtu.be/cGXCnABXKow

Guest: Sam Smyth, Product Manager - ServiceNow

Chapters 
00:00 "People don't see localization until it goes wrong" 
00:22 Translation vs. localization — a quick recap 
00:56 Meet Sam Smyth: fifteen years in localization 
01:37 When a perfect translation is still wrong 
03:34 Why customers don't want to leave the platform 
04:07 Localization Workspace: no more spreadsheets and email chains 
05:13 The surprise: everybody still wants a human in the loop 
05:38 Speed, cost, quality — picking all three 
06:55 Inside the globalization agent 08:50 Who approves the terms? (And which shade of green?) 09:55 Language governance and the invisible costs 
11:49 AI, volume, and doing the work upstream 
13:02 Where to actually start with a glossary 
16:28 A day in the life of a localization program manager 
18:56 Shifting left: from firefighting to strategy 
20:35 The one mistake: never hardcode your UI 
22:10 Wrap-up 

ServiceNow Training and Certification: 
https://www.servicenow.com/services/training-and-certification.html

ServiceNow Insights podcast playlist: 
https://www.youtube.com/playlist?list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK

Servicenow.com: https://www.servicenow.com

#Localization #Globalization #ServiceNow #AI A translation can be word-for-word accurate and still be completely wrong. In this episode, Bobby Brill sits down with Sam Smyth, Product Manager on the globalization side at ServiceNow, to get into what happens after you decide to go multilingual &mdash; the tools, the governance, and the quiet work nobody sees until it breaks. Sam spent fifteen years in localization operations and management before joining ServiceNow, and he's blunt about what actually goes wrong: it's rarely the translator. It's the content you sent them. We get into Localization Workspace, the new globalization agent that builds a glossary from your knowledge articles in minutes, why every customer still insists on a human in the loop, and the one mistake that will break your product UI in six languages at once. Past Localization episodes: <a href="https://youtu.be/4ka4qLk8Uj0">https://youtu.be/4ka4qLk8Uj0</a> <a href="https://youtu.be/cGXCnABXKow">https://youtu.be/cGXCnABXKow</a> Guest: Sam Smyth, Product Manager - ServiceNow
Chapters&nbsp; 00:00 "People don't see localization until it goes wrong" 00:22 Translation vs. localization &mdash; a quick recap 00:56 Meet Sam Smyth: fifteen years in localization 01:37 When a perfect translation is still wrong 03:34 Why customers don't want to leave the platform 04:07 Localization Workspace: no more spreadsheets and email chains 05:13 The surprise: everybody still wants a human in the loop 05:38 Speed, cost, quality &mdash; picking all three 06:55 Inside the globalization agent 08:50 Who approves the terms? (And which shade of green?) 09:55 Language governance and the invisible costs 11:49 AI, volume, and doing the work upstream 13:02 Where to actually start with a glossary 16:28 A day in the life of a localization program manager 18:56 Shifting left: from firefighting to strategy 20:35 The one mistake: never hardcode your UI 22:10 Wrap-up ServiceNow Training and Certification: <a href="https://www.servicenow.com/services/training-and-certification.html">https://www.servicenow.com/services/training-and-certification.html</a> ServiceNow Insights podcast playlist: <a href="https://www.youtube.com/playlist?list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK">https://www.youtube.com/playlist?list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK</a> Servicenow.com: <a href="https://www.servicenow.com">https://www.servicenow.com</a>

A translation can be word-for-word accurate and still be completely wrong. In this episode, Bobby Brill sits down with Sam Smyth, Product Manager on the globalization side at ServiceNow, to get into what happens after you decide to go multilingual — the tools, the governance, and the quiet work nobody sees until it breaks.

Speed, Cost, Quality: Pick All Three — Inside ServiceNow's Globalization Agent

What did I say? What did I mean? Do you understand me? We ask each other those three questions constantly without noticing. Now we ask them of machines — and this episode is about what happens in the gap.

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.

In this episode:
Why a single English word carries no meaning without context, and what that does to translation
How a name that isn't in the training data breaks the first model in the chain
The three-model cascade behind every voice agent, and what gets lost at each handoff
A voice agent that hears a confirmation code correctly three times and rejects it three times
Why formality — tu or vous — is a fluency problem, not a grammar problem
Who decides what's acceptable for an AI to say when the same word is fine in London and not in Chicago.

Check out our past episodes on voice and voice AI: 
https://youtu.be/cGXCnABXKow
https://youtu.be/yxoHmZj5gOk
https://youtu.be/x7Ks932T18o

Guests: 
Lyena Solomon, Director of Globalization and Accessibility 
Midam Kim, Machine Learning Engineer
Tara Bogavelli, Research Engineer
Katrina Stankovic, Staff Machine Learning Engineer
Gabrielle Gauthier-Melançon, Staff Applied Research Scientist 
Louis-Philippe Morin, AI Governance Product Manager

CHAPTERS

0:00 "Half ten" — same words, an hour apart 
2:04 What did I say: the word "order" 
3:19 The name a machine can't hear 
5:23 Three models handing meaning to each other 
8:19 Naming conventions 10:04 Listen: a voice agent fails 
14:47 Tu or vous: talking to you correctly 
16:39 Who decides what's acceptable 
18:49 Teaching it the way you'd teach a kid 
20:15 Why any of this matters

For more information, see:

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community: https://community.servicenow.com/community

ServiceNow Insights Podcast: https://www.youtube.com/playlist?list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK

For general information about ServiceNow, visit: http://www.servicenow.com/

#ServiceNow #VoiceAI #AI #ConversationalAI #Localization #AIGovernance

What did I say? What did I mean? Do you understand me? We ask each other those three questions constantly without noticing. Now we ask them of machines &mdash; and this episode is about what happens in the gap.
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.
In this episode: Why a single English word carries no meaning without context, and what that does to translation How a name that isn't in the training data breaks the first model in the chain The three-model cascade behind every voice agent, and what gets lost at each handoff A voice agent that hears a confirmation code correctly three times and rejects it three times Why formality &mdash; tu or vous &mdash; is a fluency problem, not a grammar problem Who decides what's acceptable for an AI to say when the same word is fine in London and not in Chicago.
Check out our past episodes on voice and voice AI: <a href="https://youtu.be/cGXCnABXKow">https://youtu.be/cGXCnABXKow</a> <a href="https://youtu.be/yxoHmZj5gOk">https://youtu.be/yxoHmZj5gOk</a> <a href="https://youtu.be/x7Ks932T18o">https://youtu.be/x7Ks932T18o</a> Guests: Lyena Solomon, Director of Globalization and Accessibility Midam Kim, Machine Learning Engineer Tara Bogavelli, Research Engineer Katrina Stankovic, Staff Machine Learning Engineer Gabrielle Gauthier-Melan&ccedil;on, Staff Applied Research Scientist Louis-Philippe Morin, AI Governance Product Manager
CHAPTERS
0:00 "Half ten" &mdash; same words, an hour apart 2:04 What did I say: the word "order" 3:19 The name a machine can't hear 5:23 Three models handing meaning to each other 8:19 Naming conventions 10:04 Listen: a voice agent fails 14:47 Tu or vous: talking to you correctly 16:39 Who decides what's acceptable 18:49 Teaching it the way you'd teach a kid 20:15 Why any of this matters
For more information, see:
ServiceNow Training and Certification: <a href="http://www.servicenow.com/services/training-and-certification.html">http://www.servicenow.com/services/training-and-certification.html</a>
ServiceNow Community: <a href="https://community.servicenow.com/community">https://community.servicenow.com/community</a>
ServiceNow Insights Podcast: <a href="https://www.youtube.com/playlist?list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK">https://www.youtube.com/playlist?list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK</a>
For general information about ServiceNow, visit: <a href="http://www.servicenow.com/">http://www.servicenow.com/</a>
#ServiceNow #VoiceAI #AI #ConversationalAI #Localization #AIGovernance

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.

How Voice AI Learns to Understand You

Why multilingual content is a business risk, a compliance question, and an AI-readiness problem - not just a translation checkbox - with ServiceNow's Lyena Solomon.

#ServiceNow #Localization #Globalization #AI

Chapters

00:00  Cold open: "half ten" and the meaning problem
00:29  Welcome + episode topic
00:53  Meet Lyena Solomon
01:12  Why this isn't just translation
03:49  The word "order" - context matters
05:05  What is language governance?
06:04  Translating "pizza"
07:03  The regulatory reality (Quebec, EU AI Act)
09:30  Self-localization: Maori and Inuktitut
13:23  The real business risk of inconsistency
15:43  AI readiness and language risk
16:28  A support ticket in three languages
20:32  It's about trust, not just translation
21:11  Closing thought: the joy of understanding
22:17  Wrap-up + subscribe

For more about ServiceNow - https://www.youtube.com/@ServiceNowDocs
To watch these episodes on YouTube - https://www.youtube.com/watch?v=yxoHmZj5gOk&list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK

 

Why multilingual content is a business risk, a compliance question, and an AI-readiness problem - not just a translation checkbox - with ServiceNow's Lyena Solomon.
#ServiceNow #Localization #Globalization #AI
Chapters
00:00&nbsp; Cold open: "half ten" and the meaning problem 00:29&nbsp; Welcome + episode topic 00:53&nbsp; Meet Lyena Solomon 01:12&nbsp; Why this isn't just translation 03:49&nbsp; The word "order" - context matters 05:05&nbsp; What is language governance? 06:04&nbsp; Translating "pizza" 07:03&nbsp; The regulatory reality (Quebec, EU AI Act) 09:30&nbsp; Self-localization: Maori and Inuktitut 13:23&nbsp; The real business risk of inconsistency 15:43&nbsp; AI readiness and language risk 16:28&nbsp; A support ticket in three languages 20:32&nbsp; It's about trust, not just translation 21:11&nbsp; Closing thought: the joy of understanding 22:17&nbsp; Wrap-up + subscribe For more about ServiceNow - <a href="https://www.youtube.com/@ServiceNowDocs">https://www.youtube.com/@ServiceNowDocs</a> To watch these episodes on YouTube - <a href="https://www.youtube.com/watch?v=yxoHmZj5gOk&amp;list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK">https://www.youtube.com/watch?v=yxoHmZj5gOk&amp;list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK</a>
&nbsp;

Episode 41: Embedded Help and Guided Tours

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