In this episode, Product Manager Sibo Ding tells us how natural language understanding (NLU) capability improves performance and user experience for Virtual Agent, AI Search, and other ServiceNow user interface features. This episode covers:
What is NLU?
How does ServiceNow use NLU?
How does ServiceNow NLU work?
How does a company add NLU to its ServiceNow products?
What’s in store for ServiceNow NLU in the future?

For more information, see:
Product documentation: Natural Language Understanding
ServiceNow Community: Virtual Agent & NLU

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In this episode, Product Manager <a href="https://www.servicenow.com/community/user/viewprofilepage/user-id/301755">Sibo Ding</a> tells us how natural language understanding (NLU) capability improves performance and user experience for Virtual Agent, AI Search, and other ServiceNow user interface features. This episode covers:
<ul>
<li>What is NLU?</li>
<li>How does ServiceNow use NLU?</li>
<li>How does ServiceNow NLU work?</li>
<li>How does a company add NLU to its ServiceNow products?</li>
<li>What’s in store for ServiceNow NLU in the future?</li>
</ul>
For more information, see:
<ul>
<li>Product documentation: <a href="https://docs.servicenow.com/bundle/utah-intelligent-experiences/page/administer/natural-language-understanding/concept/natural-language-understanding.html">Natural Language Understanding</a></li>
<li>ServiceNow Community: <a href="https://www.servicenow.com/community/virtual-agent-nlu/ct-p/virtual-agent-natural-language">Virtual Agent &amp; NLU</a></li>
</ul>
Your feedback helps us serve you better – please leave us a comment.
Subscribe today!
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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>

ServiceNow Podcasts

ServiceNow Insights Podcast

Episode 66: Natural language understanding

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

The Human in the Loop | Ethical AI with Di Le&nbsp; 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 &mdash; AI Ethicist and Human-Centered AI Strategist at ServiceNow &mdash; 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 &mdash; 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 - <a href="https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1020&amp;context=sighci2025">https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1020&amp;context=sighci2025</a>
<a href="https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1025&amp;context=sighci2024">https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1025&amp;context=sighci2024</a>
&nbsp;<a href="https://www.youtube.com/watch?v=QhVY-85A-Wk&amp;t=5s">https://www.youtube.com/watch?v=QhVY-85A-Wk&amp;t=5s</a> <a href="https://youtu.be/j-LEgkvrys0">ServiceNow Insights Podcast</a> 🎧 The Human in the Loop &mdash; now available wherever you listen to podcasts.
0:00 &ndash; Introduction &amp; Di Le's Background 1:35 &ndash; Is Ethical AI Just About Preventing Skynet? 2:22 &ndash; Responsible AI vs. Ethical AI vs. Human-Centered AI 6:34 &ndash; Why All Three Are Deeply Interconnected 8:39 &ndash; When "Amazing" Tech Goes Wrong: The Adobe Example 10:07 &ndash; Fairness, Transparency &amp; Accountability Explained 12:06 &ndash; The Mug Factory: Understanding Bias in AI 14:52 &ndash; Transparency &amp; Interpretability in AI Design 16:48 &ndash; Keeping Humans Genuinely in the Loop 18:06 &ndash; Accountability &amp; Human Oversight 20:39 &ndash; Why Bias Isn't a Bug You Can Just Fix 22:30 &ndash; How ServiceNow Approaches Responsible AI 23:11 &ndash; Why Di Chose ServiceNow (The Origin Story) 27:09 &ndash; One Thing Everyone Should Do With AI 28:38 &ndash; Closing

The Human in the Loop | Ethical AI with Di Le 

AI is transforming how businesses operate and how early-career talent grows. In this episode, UTG Unlocked, Mark Stockford (GVP, Global Cloud Operations) and Alyssa Gerhart (former intern, now full-time employee) share how AI is reshaping work at ServiceNow—from strategic impact to day-to-day execution. Our guest hosts Jorden Shelton and Cynthia Mathenge guide the conversation and explore real AI use cases like Unity, RAG-based duplicate detection, and intent detection, while emphasizing the importance of critical thinking and strong fundamentals. 

In this episode, designed not just for recent interns, you’ll learn how AI is expanding career paths, how teams like Global Cloud Services power innovation behind the scenes, and what interns and early-career professionals can do now to grow: stay curious, use AI intentionally, seek mentors, and don’t just consume—contribute. 

UTG is the engine behind the scenes here at ServiceNow — enabling innovation, maintaining production environments, supporting internal teams, and driving operational excellence. It connects strategy to execution by combining engineering, cloud operations, and technology operations to deliver stable, high-performing systems that allow the business and customers to succeed. 

For more information about the Early Careers program visit - https://careers.servicenow.com/early-careers/ 

00:00 Welcome & What ‘UTG Unlocked’ Is All About  
02:50 Meet the Panel: Mark, Alyssa, Jorden & Cynthia  
04:29 Segment 1: How AI Is Impacting the Business (Customers vs. Employees)  
06:26 Skills That Matter in an AI-Powered Workplace  
09:52 Real AI Use Cases: Unity, Agents, and Faster Ops  
13:57 AI and Career Growth: New Roles, New Paths, Partnering with AI  
18:56 Advice for Early-Career Talent: Stay Curious, Build, Contribute  
20:41 Segment 2 Kickoff: Rapid-Fire Fun
28:50 Pulling Back the Curtain: What is GCS 
30:37 GCS as a Superhero: Operating in the Shadows Like Batman  
31:35 The Hidden Work: Solving Customer-Created Problems & Root-Cause Hunting  
33:37 Alyssa’s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity  
35:38 What’s Next: Emerging Tech on the Radar (AI to Quantum Computing)  
37:15 Closing Takeaways: Keep Learning, Use AI Wisely, Ask Questions, and Give Back  
40:12 Final Words & Where to Learn More 

AI is transforming how businesses&nbsp;operate&nbsp;and how early-career talent grows. In this episode, UTG Unlocked, Mark Stockford (GVP, Global Cloud Operations) and Alyssa Gerhart (former intern, now full-time employee) share how AI is reshaping work at ServiceNow&mdash;from strategic impact to day-to-day execution. Our guest hosts Jorden Shelton and Cynthia Mathenge guide the conversation and explore real AI use cases like Unity, RAG-based duplicate detection, and intent detection, while emphasizing the importance of critical thinking and strong fundamentals.&nbsp;
In this episode, designed not just for recent interns, you&rsquo;ll learn how AI is expanding career paths, how teams like Global Cloud Services power innovation behind the scenes, and what interns and early-career professionals can do now to grow: stay curious, use AI intentionally, seek mentors, and don&rsquo;t just consume&mdash;contribute.&nbsp;
UTG is the engine behind the scenes here at ServiceNow &mdash; enabling innovation, maintaining production environments, supporting internal teams, and driving operational excellence. It connects strategy to execution by combining engineering, cloud operations, and technology operations to deliver stable, high-performing systems that allow the business and customers to succeed.&nbsp;
For more information about the Early Careers program visit - <a href="https://careers.servicenow.com/early-careers/">https://careers.servicenow.com/early-careers/</a>&nbsp;
00:00 Welcome &amp; What &lsquo;UTG Unlocked&rsquo; Is All About  02:50 Meet the Panel: Mark, Alyssa, Jorden &amp; Cynthia  04:29 Segment 1: How AI Is Impacting the Business (Customers vs. Employees)  06:26 Skills That Matter in an AI-Powered Workplace  09:52 Real AI Use Cases: Unity, Agents, and Faster Ops  13:57 AI and Career Growth: New Roles, New Paths, Partnering with AI  18:56 Advice for Early-Career Talent: Stay Curious, Build, Contribute  20:41 Segment 2 Kickoff: Rapid-Fire Fun 28:50 Pulling Back the Curtain: What is GCS&nbsp; 30:37 GCS as a Superhero: Operating in the Shadows Like Batman &nbsp; 31:35 The Hidden Work: Solving Customer-Created Problems &amp; Root-Cause Hunting  33:37 Alyssa&rsquo;s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity  35:38 What&rsquo;s Next: Emerging Tech on the Radar (AI to Quantum Computing)  37:15 Closing Takeaways: Keep Learning, Use AI Wisely, Ask Questions, and Give Back  40:12 Final Words &amp; Where to Learn More&nbsp;

UTG Unlocked: AI Careers, Partnering with AI, and Understanding Global Cloud Services at ServiceNow

Exploring Leadership and AI with Anand Tharanathan

In this engaging episode of our podcast, we delve into the world of leadership and Artificial Intelligence with Anand Tharanathan, GVP of Product Research and Insights at ServiceNow. Anand shares his journey from an individual contributor to a leadership role, emphasizing the importance of empathy, mentorship, and learning from failure. He discusses his unique perspective on leadership drawn from his experiences in sports and how this has influenced his professional growth.

Anand also provides insights into the rapidly evolving field of AI, comparing it with human automation and highlighting the importance of keeping the human element in the loop. He addresses the challenges and nuances of designing AI systems that enhance human capabilities rather than replace them. Additionally, Anand discusses how to strike a balance between being product-centric and people-centric, and the crucial role of adaptability in navigating technological advancements.

Towards the end of the conversation, Anand outlines a framework for effectively using AI and advises on avoiding common pitfalls when integrating AI into new products. This episode is a must-watch for anyone interested in leadership, AI, and the future of technology. Join us and gain valuable insights from industry experts!

Guest - Anand Tharanathan, GVP of Product Research and Insights at ServiceNow
Guest Host - Apurva Korde

00:00 Introduction and Guest Welcome
00:24 Discussing UX Research and AI
01:18 Leadership Journey and Insights
03:45 The Role of Mentors and Managers
09:59 Design Leadership vs. Conventional Leadership
13:56 Balancing Product and People-Centric Leadership
17:55 Adapting to Rapid Technological Changes
18:56 Navigating the AI Revolution
19:14 Staying Calm and Curious in the AI Era
20:45 Insights from a Tech Leader on AI
21:42 Designing Human-Centric AI Experiences
26:32 The Importance of Human in the Loop
31:24 Frameworks for AI Use and Misuse
34:25 Building AI-Powered Products
36:37 Balancing AI and Business Goals
38:45 Concluding Thoughts on AI

Exploring Leadership and AI with Anand Tharanathan
In this engaging episode of our podcast, we delve into the world of leadership and Artificial Intelligence with Anand Tharanathan, GVP of Product Research and Insights at ServiceNow. Anand shares his journey from an individual contributor to a leadership role, emphasizing the importance of empathy, mentorship, and learning from failure. He discusses his unique perspective on leadership drawn from his experiences in sports and how this has influenced his professional growth.
Anand also provides insights into the rapidly evolving field of AI, comparing it with human automation and highlighting the importance of keeping the human element in the loop. He addresses the challenges and nuances of designing AI systems that enhance human capabilities rather than replace them. Additionally, Anand discusses how to strike a balance between being product-centric and people-centric, and the crucial role of adaptability in navigating technological advancements.
Towards the end of the conversation, Anand outlines a framework for effectively using AI and advises on avoiding common pitfalls when integrating AI into new products. This episode is a must-watch for anyone interested in leadership, AI, and the future of technology. Join us and gain valuable insights from industry experts!
Guest - Anand Tharanathan, GVP of Product Research and Insights at ServiceNow Guest Host - Apurva Korde
00:00 Introduction and Guest Welcome 00:24 Discussing UX Research and AI 01:18 Leadership Journey and Insights 03:45 The Role of Mentors and Managers 09:59 Design Leadership vs. Conventional Leadership 13:56 Balancing Product and People-Centric Leadership 17:55 Adapting to Rapid Technological Changes 18:56 Navigating the AI Revolution 19:14 Staying Calm and Curious in the AI Era 20:45 Insights from a Tech Leader on AI 21:42 Designing Human-Centric AI Experiences 26:32 The Importance of Human in the Loop 31:24 Frameworks for AI Use and Misuse 34:25 Building AI-Powered Products 36:37 Balancing AI and Business Goals 38:45 Concluding Thoughts on AI

Episode 66: Natural language understanding

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