In this episode host Sujan Dutta is joined by Dipti Sharma, Staff Product Manager at ServiceNow, to unpack what Employee Works actually is, how it works under the hood, and why it matters for developers building the future of enterprise employee experience. Here's what they cover: 1) What Employee Works is — the AI-powered front door for enterprise employees that routes requests across IT, HR, finance, and facilities without employees ever knowing which system handled it. 2) The three-layer architecture — Experience (what employees see), Intelligence (the agentic reasoning engine with its sense-plan-execute-present loop), and Tools & Integration (enterprise search, native ServiceNow, plugins, MCP, and more) 3) UX explained — why it's not a chatbot, what makes it a true system of action, and how it was built for conversational AI at enterprise scale. 4) ServiceNow Otto — where it fits, what it combines (Now Assist + Move UX + multimodal AI), and why it's not just a rebrand. 5) Now Assist vs Employee Works — once and for all, how these two complement each other rather than compete (agents using ServiceNow vs employees getting help from ServiceNow). 6) Multi-step request walkthrough — a concrete example. If you're a developer building on ServiceNow or just trying to understand where the platform is headed, this is essential watching. 0:00 - Introduction & What Is Employee Works? 1:55 - The Problem: Fragmented Employee Portals 3:00 - Architecture Overview: Three-Layer Deep Dive 7:10 - Layer 1 — Experience (Productivity, Enterprise & Specialized Assistants) 9:20 - Layer 2 — Intelligence & The Agentic Execution Loop 11:05 - Layer 3 — Tools, Integrations & MCP 13:40 - Platform Management & Developer Workspace 14:45 - Real-World Example: One Message, Three Tasks Done 16:40 - Introducing ServiceNow Otto 17:55 - ServiceNow Otto Explained (Not a Rebrand!) 19:50 - Now Assist vs Employee Works: The Clarification 21:35 - Wrap-Up & What's Next (Employee Slate Demo Preview)