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

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 Insights Podcast

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.