How enterprise SaaS admins leverage AI

Amie @ Ben's Bites (00:00)
Welcome. All right, welcome to workshop with Ben George, who is going to give us a inside look into what AI looks like from an enterprise advantage. I'm super excited about this because I feel like working closely with people more on the indie hacker, solopreneur.

entrepreneur spectrum. Sometimes we forget about like what's happening on the enterprise level. And that's the level where things are where the market's actually being like made and tools are being shaped. So I'm super excited to get kind of a glimpse into your world and what you're seeing with AI and your experience in procurement and conversations you're having around AI. So Ben, if you want to just start off with giving like a brief introduction of like who you are and

you know, what service now does, and then you can jump into your demo.

Ben George (00:54)
For sure. Awesome. Well, thanks, Amy. Happy to be here. Really excited to share with you all what we've got today. Just a little bit of background on me. I'm Ben. I live in New York and I am a Solutions Consultant with ServiceNow. So for those of you that don't know, enterprise sales teams are typically made up of kind of two key roles, an Account Executive that goes out, does the prospecting, makes the relationships, ultimately negotiates the deal and the contract, and then a Solutions Consultant that

We'll go in once a relationship's been established and do discovery with the customer to understand what their pain points are, what their challenges are, and then they'll demonstrate the solution that hopefully can solve some of those challenges and help the customer meet those objectives. So that's what I do. I've been in procurement technology for a little over 10 years now. I started on the implementation side of the house and then pretty quickly moved over to solutions consulting.

And ServiceNow is sort of an interesting company to be doing this at, especially when it comes to procurement, because historically ServiceNow has been known as kind of an IT ticketing company, right? That's what they started as. If you had an issue with a laptop that the IT team needed to work on, you would use our software to submit that ticket. The IT team would use it to track their work. And then ultimately, once it was done, they could market as resolved. So that's what we were known as for a long time. And I think that's what a lot of folks still think of us as.

But over the years, we've expanded into a lot of other areas in the enterprise. So we've got all kinds of great solutions around customer service use cases, a lot of things around employee use cases. So if you think about, you know, a new hire that's starting in the company that needs to complete various onboarding tasks, we've got great solutions to help them track that work and kind of see how they're progressing through their onboarding journey. We've also got solutions to store knowledge articles.

So a whole host of different enterprise grade solutions. And most recently what we've developed is a offering for procurement organizations. We actually had had, I think it was like over 500 of our customers had custom built solutions for procurement on some of our other legacy features. And so once we'd seen enough of that, we were like, Hey, we should, we should build something out of the box for these guys. So they don't have to maintain a bunch of custom configurations.

And so we now have an offering for procurement, which is a little bit of what I'm going to be showing you all today, although we are going to focus mostly on kind of the admin experience for folks that administer the ServiceNow platform at our customers, but we will be looking at it from procurement lens. So just a super brief background on procurement for those of you that don't know, it's kind of this group in companies that a lot of folks aren't...

super aware of, but I mean, if you think about it, companies buy lots of things and there's good ways to buy things where your spend is with preferred vendors and you've negotiated great rates with those vendors so you're not paying retail prices and you've got contracts in place and you've vetted those vendors to make sure that they don't have child labor in their supply chains and that they are compliant with whatever regulations you need to stay on top of.

And then there's bad procurement where people are just kind of buying whatever from whomever at whatever price they want. So procurement has evolved as this discipline that is really responsible for, you know, working with those vendors to negotiate contracts and to onboard them or put them through that vetting process to make sure that, hey, this is actually a vendor that we can feel comfortable working with and that isn't going to expose us to a lawsuit or fines from the government, things like that.

So it's a really interesting space, and it's one that not a lot of folks know about. So I just wanted to give a little bit of a primer on what is procurement. So I'm going to go ahead and share my screen now. And what this is going to hopefully show you is a little bit of a slide that's just going to walk us through three different use cases that I'm going to show you all today. We're going to look at, and again, these are all admin.

capabilities, we have lots of Gen.AI capabilities for an end user. Things like if I'm looking at one of those IT tickets and there's been a lot of back and forth on it and I don't want to read through all of that, we can do things like summarize all of that information so that someone that's coming in and looking at that ticket can quickly get up to speed on, this is what's happened, this is what I probably need to do next to get this thing resolved. So we've got all kinds of use cases and features for kind of your end user.

but today we are going to focus more on the admin side of the house. And these are the three use cases we're going to look at. So we're going to look at just basic scripting assistance. And this will be familiar to any of you that have really done any sort of coding with a Gen.ai tool. This is basically going to be like a text to code sort of feature, but it's within the ServiceNow platform. After that, we're going to be looking at something called flow generation. Flows you can think of as...

micro automations within the ServiceNow platform. So that could be anything from, whenever a particular field in one table gets updated, automatically update this other table. Or we're going to look at an example today of, whenever there's a new record in this table, just check that table every day. And if there's a new record, send me an email. And then lastly, we're going to look at playbook creation. So within the world of ServiceNow, playbooks are basically big

We're going to look at one today that's for supplier onboarding. So that's going to be a whole set of steps that need to be completed in order to actually get this supplier approved so that we can actually start doing business with them. And so we're to see how we can use GEN.AI within the SurfaceNow platform to easily create those playbooks. So that's what we're going be looking at today and let's go ahead and dive into it.

So the first thing that we talked about that I'm gonna show you all is scripting assistance. So I'm gonna show you what the script that I've written is doing, and then I'll actually show you how that gets created kind of in the backend on the admin side of the house. So what we're looking at here is a purchase order within ServiceNow. So this is basically an order that's been placed with one of our suppliers. And when I say our, I'm speaking as a ServiceNow customer.

This is one that the customer is hypothetically placed with Microsoft. This particular PO here is for some services that we are buying from Microsoft. Maybe they're coming on-site to do a little bit of consulting work. Maybe we're a Microsoft Dynamics customer, that's Microsoft's ERP. Maybe we're thinking about upgrading that. We want to bring some Microsoft folks on board to do a little consulting before we actually.

make a big purchase and decide, hey, let's go ahead and do this big heavy duty upgrade. So as part of this particular purchase order, not only do we want to say, okay, this PO exists, it's with Microsoft, it's for $45,000, but Microsoft is also going to assign a few different folks to work on this particular PO. So I've got a little tab over here on this PO.

where I can see the three different folks that Microsoft has staffed on this project. We've also got a place where the folks that are staffed on this project can actually submit time sheets against this PO. Hey, Sally is one of the consultants. She worked 20 hours on this project this week, so she needs to submit that time sheet. We've got a record of that. This is where we can see that on the PO. What I'm going to show you is how each of these particular workers here, if I open one of them up,

you'll notice that each one has an hourly rate and an overtime rate. So this is just the price we pay whenever these guys come in and do work. So Nick's got a regular hourly rate of a hundred dollars and an overtime rate of a hundred and fifty dollars. So in the time sheet, what we basically want to happen is when Nick submits his time and says, hey, this week I work 10 regular hours and five overtime hours. We want to compare those hours.

to his hourly, or excuse me, his regular and overtime rates and have that automatically calculate the basically cost of this time sheet. So this is like some customization that I did of ServiceNow when I was preparing for a customer demo. So this isn't like standard out of the box functionality. And so to do this calculation that we're seeing here, I needed to write a little bit of a script and I personally don't know how to code.

I can kind look at code and see what it's doing, but I'm not a coder. That's not my job, but I don't really know how to do it. So in the past, when I had a customer that needed to see these types of features and that was one of their requirements, I would have been kind of screwed. I don't know how to quite get it all the way there. But thankfully with what we call our GNI tool is now assist. Thankfully with now assist, I'm able to actually go in and write the script that I need to do that calculation.

So this is the actual one that I wrote here. I'll show you how you do it with with Gen.ai in just a second here. But this is ultimately the script that I ended up with. And if I wanted to come in and create a new script, I'm just in the business rules section of the ServiceNow admin area. This is where scripts are created. And so what I can do is I can come in to create a new rule.

I'm going say it's an advanced rule, which is going to allow me to actually write this script. And then in just a second here, I'm going to go ahead and grab a little prompt that I've got and paste it into my little terminal here.

And it's just going to say, I need a script that looks at the contingent workers table, finds the regular and overtime rates, and then compares that to the timesheets table to calculate the total cost based on the hours submitted. So pretty plain English description of what I'm looking for. It's going to think for just a second, and then it's going to go ahead. I forgot to accept that. It's going to go ahead and generate at least a draft version or a V1 of the script that will hopefully

accomplish what I needed to. In my case, I did need to go through a few different iterations of that script before it was doing exactly what I wanted it to do. But I think you get the idea here. If I'm an admin working on ServiceNow or really any one of these enterprise solutions like SAP, Oracle, I'm not sure if they have GNI capabilities, but

I mean, this is what they spend a lot of their time doing is writing scripts to kind of customize the out of the box solution. And so having the ability to do this with Gen.ai, there we go, it saves them a tremendous amount of time. And it allows the total cost of ownership for some of these heavy duty enterprise tools to go way down because you can do more with fewer developers, the developers you have.

don't necessarily need to be as advanced or skilled. Again, I'm not someone who knows how to code, and I'm able to come in here with just a basic understanding of coding, get this thing to do what I need it to do. So that was kind of the first use case that I wanted to show you guys. Again, this is pretty familiar to anyone who's ever done coding or scripting with AI, but I wanted to show you kind of what it looks like when it's embedded directly inside of a...

of an enterprise tool. So I'll pause there before we kind of move on to use case number two and see if there's any questions.

Amie @ Ben's Bites (13:09)
No questions in the chat yet. if you're just now joining, if you have questions, drop them in and I will pepper them through or save them for the end, depending on the question. But yeah, we can move on to the next use case.

Ben George (13:23)
Okay, cool. So that was basic scripting. What I'm going to show you now is creating a flow with Gen.ai. So flows, like I said, they're basically just micro automations. Not quite as micro as like this script here, but I think it'll make sense when I show you the little demo here. So I'm going to come into Workflow Studio. This is where you create and manage and maintain all of these micro automations.

And so what I'm going to do is I'm going to come in to create a new flow. And in the past, I would need to manually define a trigger for this flow. I would then need to manually define all of the actions that need to happen once that trigger occurs. And again, as someone who is maybe not a developer or maybe isn't as familiar with the ServiceNow platform, that can be...

kind of a painstaking process, especially when you think about, it's typically not the admins themselves that are kind of driving some of the changes that are gonna be made in these platforms, right? It's actually coming from the business that says, hey, I'm using this particular module within ServiceNow, and I want it to behave a little bit differently than it currently is. Mr. Admin, Mrs. Admin, can you help me do that?

So it's typically a collaboration between the business and the IT admin that are actually doing these things. And if you're having to do every single thing manually, then that collaboration can be a little bit difficult, right? It can take a lot of time, but because of the fact that now we have GNI built into these tools, those things can go a lot more quickly. And again, the type of person that you can have administering the platform.

expands out greatly, right? It's not just developers. It's not just people that have like a PhD in ServiceNow. In some cases, we've got customers that actually will let different people from the business administer their own part of the ServiceNow platform. So what I'm going to show you now is just what it looks like when we're creating one of these micro automations with Gen.AI. So I'm just going to give this flow a name. So I'm just going to say this is a contract renewal notification flow.

And what this is going to do, I'm going to paste in my prompt here. I'm going to say every day, check the contracts table for contracts that are expiring in the next 60 days and send an email to me. So basically what we're doing here is we're going to say, Hey, if we've got contracts that are about to expire, then there's all kinds of procurement work that needs to happen. Right. We need to, as procurement, look at that contract and say, okay, what is this contract for? Okay. This is our.

you know, Microsoft Office contract and it's been active for the last three years and 60 days, 90 days from now, it's set to expire. So we need to meet with whoever the business owner of that contract is and say, hey, do we need to renew this thing? If it's Microsoft Office, you're probably gonna renew that. If we're gonna renew it, do we want to get more licenses? Do we need fewer licenses? Do we need to look at additional Microsoft products that we maybe wanna buy at that time of renewal so that we can get a nice discount?

So there's all this work that needs to happen when the contract is about to expire. And a lot of times procurement organizations don't have a good tool in place to manage all of that. I talk to customers all the time that are like, my gosh, I'm drowning in these contractor duels because I'm getting an email from the business like a week before this thing expires that says, hey, you

Contract's about to expire, can you get us in touch with the vendor so we can work on the renewal? And they're like, man, I need way more time than that. So this is the kind of automation that really adds a lot of value because it helps these teams stay on top of stuff a lot more easily than if they're just kind of manually having to go in and look at contracts and see when they're expiring. So this is what I want the thing to do. So I'm just going to go ahead and make sure that this thing runs as a system user.

And as soon as I generate this flow preview, what you're going to see is that it's actually going to build out the different components of this particular flow. So we can see here that this thing is going to run every day. That's the trigger. And it's also going to look in that table for contracts expiring in the next 60 days. And for each record that matches those conditions that it finds, it's going to go ahead and send an email to me. Now, to...

fully turn this thing on and make it active, I still need to go in and make sure that it's actually looking at the right table name. And I probably need to change who this email is gonna go to, right? I'm the IT admin, so I probably don't personally care about these. So I probably want this to go to someone in procurement. So there's still some tweaks that you're gonna need to make. But again, the fact that we can get this framework built out automatically.

is a huge time saver and it also makes the collaboration with the business owners that are asking for these changes a lot more smooth and a lot more easy to do. So that was kind of the second use case that I wanted to show you all. And the third one is gonna be kind of similar, but it's a little bit beefier. So let me come back in as someone that's in the procurement organization. So we're in as an admin right now. Come back in as someone in...

procurement to show you kind of the end view of what this next use case looks like. So what we're looking at here is a supplier onboarding case, right? So there's this new supplier DSG resources. We want to work with them. They're great. They do good work. We've never worked with them before, but we've heard great things about them. But like I said earlier, to actually get them onboarded and vetted and approved, there's a whole set of steps that they need to go through.

And so what we can actually do in ServiceNow is track all of those steps in what we call a playbook. So playbook is just basically a visual representation of a business process. So in this case, our supplier onboarding playbook starts with some basic registration, right? Maybe someone internally that wants to work with the supplier fills out a form to provide like a supplier name and a contact person at that supplier that we can work with to get them onboarded.

After we do that, maybe we want to check with SAP, our ERP, to make sure that this supplier hasn't actually already been onboarded and the user that wants to work with them just didn't know about it. So we can call out via integration to check the basic details that the user provided here against wherever we store our supplier master information. We could also check with third party.

subscriptions that they might have to a source like Dun & Bradstreet that is basically just a database of supplier information. So maybe after that user fills out some super basic information, we want to enrich that information with something from a source like Dun & Bradstreet. So maybe that's the next step in the process, right? After we've validated that it's not a duplicate, let's call out to Dun & Bradstreet to pull in some additional information like

countries that the supplier operates in, the category of goods or services that they sell, et cetera. After we've done all of that and we validated that, yep, all of this information is correct, there's no typos. After that, maybe we need to do a risk assessment. So risk assessments are kind of a whole domain in the world of procurement where we're doing those things like validating that the supplier doesn't have child labor in their supply chains and that they haven't.

had any bankruptcies recently, things like that. So that's a whole other team that's gonna do those checks, potentially working in a whole different set of tools. And so we wanna make sure that those processes are getting kicked off and those teams are getting notified. So we've got some steps in the playbook to call that out and behind the scenes, we'll have integrations tied to each of these steps so that we can automatically kick those processes off. And then once the risk assessments completed, great, they're approved, they're not.

a risky supplier, so we're okay to do business with them. Typically, the last step in the process is to actually send out a couple of tasks to the supplier to provide us some final information. We want to get a W9 from the supplier and we need them to give us their banking details so that we can actually pay them once they've delivered the goods we order or provided the services we've asked for. There's a whole bunch of different steps involved in this. For every company, this process looks a little bit different.

involves slightly different teams, slightly different tools. And so you can imagine as an admin that's trying to build out this playbook, that could potentially be a pretty cumbersome process. We definitely have a lot of out of the box stuff, but most customers want to tweak it. And again, when you're an IT admin working with a business owner, that can be really, really cumbersome. But with Now Assist, that becomes a lot easier. So I'm going to come back into Workflow Studio here as my admin.

and say, I want to create a new playbook. And I've got another prompt over here that basically describes a supplier onboarding process in plain English here. And so I'm just going to go ahead and give this a name. And I'm going to go ahead and generate this playbook preview. And what you're going to see is very similar to the flow that we created. This is going to build out a much more robust

process that matches that description. So if I zoom in here, we can see, you know, there's a couple different phases here. There's basically first identifying what the needs are, right? Before we onboard this supplier and defining the requirements of suppliers that can meet those needs. Then after that, we're going to source potential vendors, right? So, you know, I need, you know, what's an example here? I need pins, right?

I'm a company, we use a lot of pins. I'm not really happy with our current pin supplier. So let's find some new suppliers that can sell us pins, right? So finding potential vendors that can sell you pins, that's the next step in the process. And then you go into a whole supplier evaluation process where we're looking at the suppliers that we found to make sure that they've got the right credentials to sell us pins, right? Pins is maybe not a great example. There's not a whole lot of requirements for pins, but I think you get the idea. And again,

Building these things out manually is a very time consuming process. You can do a lot of cool stuff with it, but it takes a lot of time and especially for a process like this that has a lot of different steps, some of which happen sequentially, some of which happen in parallel. That can take a lot of time just designing the thing with your business stakeholder, which in this case would be procurement. So being able to collect requirements from the business stakeholder in plain English.

plug it into a tool like Now Assist and have it give you at least a framework to work off of, it just massively speeds up the development cycle time on platforms like ServiceNow. Again, still gonna need to come in here and make some manual tweaks, right? This is not a one click and you're off to the races, right? You still gotta set up integration. You still gotta plug in users and define triggers and things like that, but.

Even getting the framework right is a huge lift to a lot of the customers that I've spoken to about this particular feature. So I mean, that's basically what I wanted to show you all. It's, think an interesting look into how. Gen.ai is getting used at some of these large enterprise software companies like ServiceNow. I think we've all seen a million demos of really cool, you know, coding tools and

developer assistance and things like that. But I don't think I've seen as much out there in the way of folks that aren't necessarily developers, but are just admins for platforms. How's Gen.ai actually creating real value for some of these super large organizations out there? So I thought this would be a cool thing to show you all and hopefully you all feel the same way.

Amie @ Ben's Bites (25:56)
Yes, in a past life I was a Salesforce admin. So like seeing this, I'm already like, wow, this would have made my life a lot easier. You know, we weren't a huge company, but it was like two of us with like a global sales organization and

It is amazing how bogged down you get in like requests for reports or custom interfaces. And everyone's just trying to recreate their, how they think and how they work inside of like, in this case, Salesforce. so I can see how this could be not only beneficial to like the admins that are supporting like teams, but then for the teams themselves to kind of have some agency over like their workflow and not have to rely on like.

admin like necessarily like they can like create reports using, you know, a prompt versus relying on the one person who knows, you know, whatever logic that your database has been. so yeah, that's, that's awesome. and I also feel like it's easy for people to think like, like you could just use like chat GBT to, to do that. The problem with that is like, it doesn't know like service nows.

platform in and out. it's like, this is much more easier for it to like, it knows like how to like apply the, the framework to like your interface essentially. So I guess that's what I'm trying to say.

Ben George (27:12)
Exactly.

Yeah, and I also think like a lot of companies, especially like large organizations have policies that prevent people from using something like chat GPT. And so I think, you know, the interesting thing about companies like service now is I think it gives some of those companies a safe way to get started with gen AI. Because it's, know, they're already

Amie @ Ben's Bites (27:34)
Yeah.

Ben George (27:50)
We're already a supplier to these people rights. We're an approved vendor. We're SOX compliant, all this great stuff. And we go to pretty great lengths to make sure that the GEN.AI features we use are safe. We're not sharing data across customers, all that good stuff. So I think that's an interesting aspect to it as well. It's certainly not a solved problem. How do we get GEN.AI into some of these really restrictive, secure companies?

Amie @ Ben's Bites (27:52)
Thank

Ben George (28:19)
we always get asked like, do I, my legal team is gonna freak out when they hear the words GNI. So how do we help get them over that hump? We've got resources to help, but it's still a conversation. So it's...

Amie @ Ben's Bites (28:23)
Yeah.

Yeah, that's kind of what I'm hearing. And like the enterprise world is, you know, yes, AI like came out of nowhere in full force, but it wasn't as simple as like, okay, let's just integrate chat to be tiered or quad or whatever. It's like, because of like what you said, safety concerns. so they've had to kind of not necessarily build the proprietary LLMs, but like,

Ben George (28:54)
Mm-hmm.

Amie @ Ben's Bites (28:54)
I've heard like fine tune and like kind of, you know, adapt the LLMs to address security concerns and issues. So it's, it's interesting, but also because I listened to a podcast recently where someone was saying that like the enterprise world for a while was stuck in like demo land where it was like when they were just using like stuff like open AI, it was like, cool. Like we've seen the potential here and, and, but it's just like, we can't roll it out.

Ben George (29:03)
Yeah.

Mm-hmm.

Amie @ Ben's Bites (29:23)
like across the organization because it's not reliable. It hallucinates a lot. It like doesn't really know service now like, like, like we do. So these companies have to kind of roll out their own version to make sure it doesn't hallucinate or it gets the right data every time. Like you don't want to be talking to a company and, and quoting the wrong numbers or the wrong facts. you know, because you relied on, you know, general like LLM, like, tattooed teeth versus like your own internal.

Ben George (29:23)
Yeah.

Mm-hmm.

Mm-hmm. Yeah.

Amie @ Ben's Bites (29:52)
info.

Yeah. so how have you seen it? Like, has it helped your workflow at all in your, you know, day to day sales process?

Ben George (30:03)
definitely. Yeah. I mean, like as a solutions consultant, the first use case I showed, like that was one that I did myself. Like I had a customer that needed support for like tracking those contractors and their time sheets. And that's not something we supported out of the box. So I had to write that script and I used analysis to get me there. I haven't used personally the flows and the playbooks so much, but I definitely show it.

in demos and customers are always like, that's huge. Cause I'm often demoing to existing service now customers that they're just not using the source to pay or procurement capabilities that we have yet. And there's almost always like an IT admin in the room. So the ones that have bought some of the analysis capabilities are like, yep, this stuff is, you know, accelerated my development time in a big way. And the ones that haven't, when they see it, they're like, we should look at this too, because yeah, it's just.

Amie @ Ben's Bites (30:37)
Yeah.

Ben George (31:02)
It's a huge time saver.

Amie @ Ben's Bites (31:04)
Yeah, I feel like so much gets bogged down in building out like workflows and, and reports and dashboards and playbooks. And you can really like waste a lot of time on those elements. And so one thing personally, like even with like

Ben George (31:09)
Okay.

Amie @ Ben's Bites (31:19)
In my world using AI, that's helped me a lot of like kind of spend less time on the thinking stuff and more on the doing. So I can see.

Ben George (31:25)
Yeah. Yeah. Yeah. Like with the playbook, like it's, don't really want to spend all my time designing the steps and stuff. Like the business kind of already knows what that needs to look like. So like, let's do that part quickly. And then I can spend my time as a developer admin, like setting up the integrations and making sure that it's calling out the right users at various steps in the process. So it's.

Amie @ Ben's Bites (31:37)
Yeah.

Yeah, similar with like the workflow. Like as someone who's like used Zapier a lot, it is not everyone thinks the same when you build those out. Like like, it's very logical and very if-then scenarios. And so helps to to have kind of a second brain, help you map out like what you're looking for in case you missed stuff. I mean, I think they've changed it, but there used to be nothing worse than like setting up like a 12 step Zap and realizing you forgot like one.

Ben George (32:08)
Yes.

yeah.

Amie @ Ben's Bites (32:18)
like search these records first and then do this element and then having to redo it.

Ben George (32:23)
Yeah, yeah, for sure. Definitely. Again, I've used the script generation a lot. I haven't used the playbooks and flows as much in my own prepping for demos. But I've heard a lot of good feedback from customers and at conferences that it's making a big difference for them.

Amie @ Ben's Bites (32:34)
Yeah.

Yeah, what are common questions you're getting around AI in your conversations with customers?

Ben George (32:51)
Yeah, the number one question I probably get is do we have to use these GenY features because your company isn't quite ready. So, the second one is what's your AI roadmap because they want more. And the third one is probably like, how do we convince legal that this is safe and secure? So, I mean, there's a great service now answer to that question. I don't know. I mean, as far as a...

Amie @ Ben's Bites (32:55)
Yeah, that makes sense.

Always, of course.

Ben George (33:20)
general answer to that question for the Ben's Bytes audience. mean, it really is going to vary company to company solution that you're looking at to solution that you're looking at. mean, you got to make sure that it is safe, right? mean, but I think a lot of the companies out there are going to pretty great lengths to make sure that it's safe. So, I mean, if you're a customer that's looking to buy GEN.AI, whoever you're talking to, you know, from a vendor perspective,

probably has resources to help you get that over the hump with your legal team. If you're a developer or an entrepreneur building an AI tool, make sure that you're putting together resources that can help your customer get it over the hump with their legal team. Because as soon as you get above selling to super small organizations or on the lower end of mid-market and start going into enterprise companies that you're trying to sell to, it's going to be a thing. So you need to have...

Amie @ Ben's Bites (33:49)
.

Yeah.

Ben George (34:16)
resources, whether that's white papers, whether that's, know, compliance documentation, whatever it is that can help them show that, you know, we're not going to have our customer data bleeding into, you know, other customers instances. we're not training models in our data, things like that. that that's, that's kind of the main thing.

Amie @ Ben's Bites (34:38)
Yeah, do you know if there's any like there used to be like when I worked in the software world like the sock to or whatever and like there was stuff like that to like make sure you're in compliance. Do know if there's stuff for that for AI and enterprise now?

Ben George (34:50)
That's a good question. I don't know off the top of my head. If there isn't, I'm sure there will be very soon. I'm sure SOC will start to include things around that as well. yeah, off the top of head, I'm not sure if there's a GEN-AI specific industry standard compliance certification.

Amie @ Ben's Bites (34:55)
Yeah. Yeah.

Yeah.

Yeah, probably moving too fast anyways right now for anyone to really bet on anything that's not going to change tomorrow with some new rollout. I saw OpenAI doing like 12 days of Christmas with new releases. I'm like, great. You're going to have be on Twitter all day.

Ben George (35:21)
I did see that.

Yeah, March from a daily newsletter to like a twice a day newsletter when that happens, I think.

Amie @ Ben's Bites (35:32)
Yeah. Yeah. It's I personally use cloud like every day, but and it seems like clouds. You switched? Yeah, see, I feel like everyone's kind of using cloud but but I feel like every other day it's just like, this is actually the tool to use now. and now we're back to this one. It's just you know, this one's smarter. This one's smarter. So it's just overwhelming but

Ben George (35:38)
I switched it. Yeah.

Yeah,

Amie @ Ben's Bites (36:08)
same. Yeah, yeah, I definitely view like, right brain left brain when it comes to like chat, tbt and Claude. But yeah, but Claude's just like way more eloquent, I feel like in everything. So

Ben George (36:14)
Yeah.

Yes. Yes. I think thinking, I feel like Claude is much better.

Amie @ Ben's Bites (36:26)
Yeah, yeah, interesting. Awesome. Well, thank you so much for showing us the inside look at ServiceNow and some of those use cases. It's helpful. I feel like it's really helpful for people that are building AI tools to get an idea of how it's being used in an actual work setting. So yeah, that's really helpful. yeah, and for those that are tuned in, if you want to rewatch this,

This will be up within a day or two on the site of the recording. And if you have any questions, you can email or reach out on Slack and I can send them on to Ben to answer if anything comes up. But otherwise, I think that's it. But thank you so much for your time.

Ben George (37:12)
Yeah, thank you, Amy. This has been great.

Amie @ Ben's Bites (37:14)
All right, see you later. Bye.

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