the in the charts and you'll see coming up so yeah yeah we'll get it kicked off here so we get right into the content I'm going to get through some of the housekeeping really quick and then hand it over to Jason because uh today we want to talk about the perspectives from The Forum on Chachi petite but we also want to make them so I want to hear from everybody on this a lot too Jason's gonna give some ideas to get get everybody's uh heads spinning a little bit but um really we want to develop our own perspectives here with everybody right so Forum perspectives not just our perspectives on this so we hope to have a really active session it sounds like we're gonna that's great if today's your first time if you could just put your name in the chat we uh we make sure we we track that and we everybody on the group says hello to you so we can welcome you and make sure that you know what we do here and there's a link on the bottom about the Digital Services forum and this tells you all the resources we have so I don't we can post this link in the chat so that you have it and this is the one link you can always go to it's the bottom of my emails too there's a link to it so it'll get you to our Zoom registrations that stay the same it'll get you to our home page for our community that's where we share all the content like these presentations you'll see today will be out there there's the YouTube playlist where all our recorded meetings are put on YouTube and then we have a shared instance that's uh it's a little choppy lately but it's it's still there so we whenever we do demos we try to do them on that shared instance so that we can just say hey login is an admin and get what you need off there that's that worked out pretty well for us in the past this way if somebody wants to do a demo and you want to go in and see the configuration they don't have to worry about exporting at all so the big reason we created this group in the beginning when I started there was only four of us on the group and the big problem was that everybody's trying to figure out what to do with the cmdb and no matter what somebody did with the cmdb it was wrong so we started really focusing on the core of Service delivery and uh we moved this year we focused more on the digital transformation which was really what the core of Service delivery was doing was an enablement piece for that digital transformation we kind of elevated what we were focused on to bring in more things around digital Service delivery we share whatever we can on that Community we used to have a Google site to do that but we moved it to the community this year so if you're not a member of that Community it's on that about page I showed you before the main way to get information is on these bi-weekly calls but I've been hearing from a lot of customers that I that we have they have breakouts a lot of times chats happen on breakouts and you end up meeting with a lot of different people and the one-on-ones especially when you get industry focused there's a lot of one-on-one breakouts that happen as a result of the group uh say before I get into the agenda I want to do just over the next few meetings because I'm not going to do this at the end I'm going to let Jason run right up to the end because I think you guys can have a pretty active discussion so I just want to bring up the next few meetings we don't have anything in April yet so I do need ideas for new content the next meeting I was going to do something on the last one we talked about was we're going to do something on ZTA and the more we talked about ZTA the more we thought it wasn't really a good topic service now doesn't have a lot of perspectives on on ZTA so what we did is we start we thought we'd make it more General about standards surrounding and driving csdm so I have a couple speakers coming in to talk about some of those standards and um and the tooling around it too the tooling that that basically the tooling that is usually a result of the standards that get created right vendors create tooling that adhere to those standards then we're going to go into this topic I'm really excited about that Charles is going to lead with Ian around value stream management so that one's shaping up nicely we have somebody coming in from the customer side somebody from the product side and then a lot of our field people so that should be a really good value stream management it's been a Hot Topic lately so we're still again looking for ideas for April so anybody have any content anything they want us to go over I'll dig in and get all the uh the speakers for you and everything I just need some ideas so if you either put them in chat or drop me an email that'd be great with further Ado I'm going to hand this over to Jason and he's going to go through some of these topics that we put out on the agenda and look at some of the different ways but um I think Jason's going to remind you too we do want to keep it open keep the chat going also just feel free to interrupt we don't have a ton of people on here so if you do have a perspective you want to jump in on don't be shy Jason take it away all right let me uh share my screen let me know if you can see yep there we go got it awesome well hello everyone uh interesting topic a lot of discussion out there both in the public forum uh and internally uh as well it's servicenow and some of our customers are dealing with uh the implications of of we'll call it degenerative Ai and chat GPT um in particular as part of that so I just wanted to give you guys a perspective uh some of my more thoughts and opinions as an Enterprise architect being in the business you know for almost 30 years uh seen a lot of change in the I.T industry and uh you know this one's interesting to me I think there's a lot of potential opportunities but there's also some things we should be thinking through uh as as a as a kind of a forum and you know how we start applying the technology as well uh so again my background I'm an Enterprise architect here at servicenow I focus primarily on financial services so uh heavily regulated accounts uh in the Enterprise space and as I said I've been in the business for quite a long time uh started out as a cloud transformation engineer so I've seen a lot of a lot of migrations to to Cloud um with and then the the devops pieces as well uh working on some large accounts with um with um you know with a previous employer so definitely excited to to give you guys a perspective on where we see things um I'll I'll just caveat it of course with Safe Harbor uh We're not gonna make any obviously any kind of projections here this is uh mostly uh potential and opinion uh although educated opinion uh but we won't be talking about any future products for from servicenow here um so so just wanted to make that caveat so I did run this uh so I did actually everything you'll see here I actually ran uh um custom through uh you know open GPT to to look at this so I asked uh oh you know I asked what is open Ai and it was interesting it gave me a pretty detailed answer um about the history of of open AI uh so again this started if you don't know uh the background uh you know Elon Musk was one of the key Founders Sam Altman still there uh as one of the key people um and you know this has kind of evolved it started out as being an open uh you know friendly AI uh um kind of Consortium to for the better betterment of humanity uh so if you've heard Elon speak in the past about open AI he talks a lot about having an open kind of forum for the discussion around the impact of open AI while we develop the technology and and so I think that you know I think that spirit is still there although you know I think there's some corporate info influence involved now because of the the potential financial implications uh which again I think uh hopefully will stay they'll stay to the principles of of open AI because I think it is critical that we have these open dialogues and discussions and be able to kind of put put parameters around how we use the technology and I think servicenow is even more focused on that right as is making sure we're protecting our customer data and our own personal you know and our own kind of intellectual property and data as well so that that's a real key aspect and we'll talk about that a little bit but you can see here we're going to focus on chat GPT here for the most part but open AI is also working on some other pretty interesting uh projects you can do some research on the webs on the web related to some of these other projects but we'll talk about chat GPT because I think it has uh the most relevance to what we're doing at servicenow and what our customers are dealing with uh as well and how we can potentially apply the technology uh so without uh any delays I'll go right into it so the first thing I wanted to talk about was the Gartner hypercycle for artificial intelligence uh so there are a couple areas here um you can see generative AIS on the peak of inflation inflated expectations with a two to five year and I think that that's actually um accelerating even faster than than this States although you know it's it's a it's around that that um that amount so and it's kind of funny the responsible AI is just above it which I think is something that we should we should really be focused on when we talk about generative AI as well but that says five to ten years so the responsible it's kind of interesting how responsible AI is assume to be later then generative AI which does make sense but as we apply it in the real world responsible AI is going to become more critical and we're going to have to really think through that um so again uh just wanted to put your perspective on where this technology is in the in the hyper cycle so I asked chat gbt about itself I said what is chat GPT and it gave me a first person response saying I am chat GPT a large model developed by openai I've been trained on a diverse Corpus of text and learned to generate human-like responses to natural language input my purpose is to assist users in generating human-like responses to their queries as well as to provide information on a wide range of topics I'm capable of answering questions providing explanations summarizing text and generating texts in a variety of formats so it's interesting it's a first person response and all I did was click the regenerate um and it actually then regenerated a third person response with the same question and talk more technical about what the background is of of chat GPT and where it started uh talked about the natural language processing system um so you can kind of see the interesting thing that it'll it will regenerate a completely different set of of texts just by a click of a button and so you can choose you know which ones are most appropriate to you which is interesting so again it's it's it's a very interesting and very accurate response and not just with itself as a reflection but just just if you look at the words it's um it's kind of interesting how how much detail and how much uh perspective goes into the actual answer so uh just wanted to show you guys that and for those that don't have the background you know what is chat EPT and uh I'm sure most people are familiar you know with the technology um if not you know uh you'll you'll get familiar with it fairly quickly so uh so let's move on what we see in the Enterprise so there's areas of benefit uh we there's some key areas and I think the way I looked at this was how we see servicenow in the technology that we are doing for our customers and how this type of Technology can augment that and and how our how Enterprises are gonna I think most use the technology in the shorter term um obviously there are longer term use cases which I think uh will develop and I think uh you know there's some areas like I think you know full code generation is one area where I think we're a little ways away from that uh you know automated code development so that where there's no human involved at all um is something on the radar but I I think it's a few years away uh if if not further I also think that the myth of replacing jobs uh I think is is is a ways away as well I think you're still gonna need in what where I see the benefit is is in the you know the the augmentation of the work we do uh to enhance productivity even further with the same amount of resources and that's a real requirement I mean the world's getting more complex uh you know so I think that we need this type of technology in that context again with parameters and I'll go into that as well um again feel free to use the chat this is an open Forum at the end I will I will have some some questions for the for the The Forum um and we can go through and have an open dialogue hopefully I'll leave about 10 10 15 minutes at the end uh where we can kind of open up those questions but the three areas I felt uh Michelle just commented uh right it can summarize and synthesize data that is available but it doesn't guarantee the truth and I wonder that seems like what the um responsible AI is right it's kind of putting a leash around it so you can make sure it's truthful data right yeah I mean that I'll talk about that because I think there's you know the whole the the the implications of the data it's training today and the fact that uh in the Enterprise space I think we're pretty far away and and it was kind of interesting just this week I don't know if you've seen if the audience has seen that uh the open AI released their chat GPT API and you know you've got companies like like Snap and other companies that are that are connecting their their critical systems to chat GPT which I think has its own we should be kind of stepping back a little bit on that and I think I'll I'll talk a little bit about where you know where we see some some challenges and some potential issues um but I think there are a couple key areas that we can start to utilize the technology sooner than later where I see some real benefit right away one is in augmented code development uh so we talk about how we can enhance and optimize the developer Persona and the developer experience um and I'll show some examples of these three uh but but that's one and I think there's some some real use cases there uh and that is cut you know um our customers who are developing applications can utilize the technology to help augment um the skill set and augment some of the the functions so that they can speed up the development of the of their applications so ultimately getting even faster development uh capability the second one is in sales and marketing honestly and Consulting I think there's a a lot of opportunity there and there's some challenges too and I'll talk about that I think a little bit with data but I think internally I think we can look at this and and do some analysis on our customers uh doing some um understanding of how to uh to develop and find new new markets uh where where are our competitors working and focusing on so it's kind of interesting for for market research and sales I think there's some really really unique and interesting use cases and I'll show you a couple examples and then the third one obviously is employee productivity it kind of touches a little bit on the augmented code piece but it's a little more where and I'll show an example of where I I asked Chachi BT to actually create an email for me uh to a CEO and it's amazing the response and uh the more detail I gave chat GPT when I did this a number of times I used one screenshot to show but I did this a number of times and the more data I used in my question just the more detail it was able to actually do in a summarized interesting email to a CEO on a prospective opportunity so that that's those are kind of three main areas they're not the only ones there are a number of other use cases uh but but these are the ones I think have the most short-term impact and and where inside the enterprise we can start to utilize the technology um so that those are the three for the augmented code development uh you can see here uh this question was asked to to generate an actual script uh and and it actually wrote the code down so I mean I I was able to to you know generate this um and you can see that it actually writes the code down in JavaScript and gives you the actual uh uh language that you can cut and paste and actually create create the script that it asks for so very interesting a lot of use cases around testing uh doing uh doing code testing and code error correction I think there's a lot of opportunity in that space especially where you know there's such a huge shortage of developers anyway so I think this allows the enhancement and the augmentation of Citizen development using Loco technology uh in if you come if you combine this type of Technology with that you can see the potential opportunity where you don't necessarily have to be a detailed coder but you'd have to understand coding enough to be able to ask the right questions and I think that that kind of expands our developer base very significantly um so again those are that's one key use case hey Jason yeah we were talking yesterday we were betting when the security question would come up so it was about 15 minutes in um do you have a slide on that or did you want to just comment it okay yeah I I do I do actually have one so uh yeah so wait to that and then there was another question about virtual agent I think you have a slide on that too so let's get it off on those okay yeah yep yep yeah and we'll we'll talk about it a little bit I mean I don't I'm not uh I'm prescriptive to say that you know as far as customer data and you know and and servicenow proprietary data there is a concern right and there's something we need to be very careful with so I think that is that's the area where and again we we can talk about it at the end because I think that's the that would be some of the biggest discussion area around how you know how can we really apply this to an Enterprise and do it in a safe way where we're not actually revealing uh critical information to competitors or customers or other things like that right so there's there's that piece of it I'm I'm going to start out talking about the capability well the the potential opportunity but then we obviously at the end need to reflect and figure out right what the way what the best way is to leverage this going forward and and I think the Forum was a good place to start the discussion because I think I I wanted the The Forum to be aware um the excitement around this technology is one thing but actually applying it in an Enterprise is a totally different thing um so so this is the first one the second one is the sales uh Consulting so you can see the question I asked it what are the biggest challenges because I work in financial services what are the biggest challenges cios face in the financial services industry and you can see the response and I put in 2023 and it was funny it said I don't have access to Future information so I cannot predict the specific challenges that a CIO will face in the financial services industry however based on current trends here are some potential areas that cios may focus on and it actually is pretty accurate and I because I work with cios in the financial services industry and it's funny many of these items are very top on their list up top is cyber security compliance digital transformation Legacy systems these are these are in talent management all are major I mean there's a variation of these and every single cio's mind so I was very impressed with this by this answer and it was very um you know it's very to the point so again another opportunity to to use some of the technology just to to get more insights quickly and to augment the work we're doing to help uh you know utilize this and we can obviously tailor this to our responses right so that's the other value is using this information to actually then go through and and you know augment what we're already doing uh and we modify it to our needs but this is uh so some of the use cases you can see on the left uh industry Trends um for sales and marketing identifying Market competitors understanding buyer responsibilities understanding your territory uh researching account information uh writing Target emails so like this here and then in solution Consulting I think there's some interesting areas like demo uh brainstorming ideas generating and testing demo code uh write event invitations finding relevant customer stories I mean these are some uh key items that I think are are um good use cases and good areas of focus for uh for what we're seeing in uh in the application of chat GPT in their sales and marketing and in Consulting arms hey can you hold up a minute Jason I'll go through some of the chats real quick uh so Tina I will put the chat especially with all the links that everybody's sending out I'll put that in the community when we're done so I'll get a copy of that and put it out there and um yeah I think a lot of the other ones are a lot of ideas and okay we do have some product management on the call today bro I don't know if you want to come off mute and um there there is some things going on product managers aren't ready to share road maps yet but yeah yeah no uh hello everyone I'm part of the itsm product management team here at servicenow this is absolutely top of mind for us and like under Safe Harbor there's a bunch of work that's happening we're trying to figure out what are the best use cases to bring to Market uh what can we do for Vancouver uh that's Q3 and what can we do for Washington uh our top of mind for us we are trying to Pivot in that direction uh we will probably have more to share in the coming days uh weeks here in in terms of our Direction but I already see a theme around even I was monitoring the chat as well summarization text generation human in the loop kind of use cases I think are the safest bets right now considering there's pii security how we secure customers data all of those are top of mind for us and one of the reasons I was just chatting with John here as we embark on this having design Partners work with us customers who are willing to share data with us under of course a legal agreement would be hugely hugely beneficial for us uh I don't have a I have a fully structured planet on how to source that I'm being very very Frank and transparent here but if uh if any of you folks here are interested we are starting to see if we can actually recruit some of the customers and EXP options of course will provide more details as we get further along but if you folks are interested I'll work with John to figure out how we can funnel some of you folks uh build a connection and see how we proceed forward from there but if you're interested John again I don't know what what's a great way to do it here I don't know if you have a way to the um so Duran and Caitlin and a lot of people drive cabs through this community so it's been a pretty common way to come in uh so we've done like early demos of Concepts and then asked for feedback live on the calls yeah there's a lot of one-on-ones too where people have joined the customer advisory boards kind of outside the group right so yeah but yeah definitely uh great to have you on the call thanks for chiming in no thank you and and Ian thank you for leaving me a direct message I'll leave you my email address so we can connect after this if anyone else here is interested uh please please leave me a direct message in the zoom chat itself I'll I'll share my email address with you and connect posts again I'm transparent uh in the beginning things may be a bit slow we're trying to get a formal plan together so we can actually engage with you folks in a structured manner but connecting with you early is going to be hugely hugely beneficial and I think some key investments will will make a a huge impact for all of us in this community so thank you thank you Jim for the opportunity I appreciate it thanks all right Jason thank you for that no that's great and uh as I said you know as an Enterprise architect you know I'm not the product engineering group so it'd be nice to you know I definitely hear the hear the weigh-ins from from the engineering organization obviously with the caveats of Safe Harbor and everything um because I think that is that's a obviously one area we want to focus on I know there's a lot of focus uh internally uh for us in our product organization so uh great thank you for that and I'm sure you'd want to hear from customers that's awesome um so the third one was then employee productivity again pretty straightforward but I mean just as far as like you just day to day you know I mean just generating emails it was interesting I had another one that I didn't post here but I ran you know I said you know develop me uh a 10-page PowerPoint about uh I can't remember what the subject was and it actually laid out the 10 charts in order as best it could and it was pretty accurate so that's kind of one but I I put this you know I put this email that I that I generated for the CEO um where I asked it uh to to send an email like the previous one you know give me some information on on the challenges cios have I said well now let now let me send it uh an email to a CEO or a financial services company about a new product and I actually spelled new wrong but it found out that that was actually new it knew that so that's kind of interesting uh but but anyway so this is one area um the documentation creation is very very cool um you can actually create word docs um you can you know you know we're talking about like uh you know kind of more specific technical documentation can be created so that's an area where I think there's a lot of value because a lot of the work a lot of the soft work we do a lot of the the non well call it non kind of Hands-On keyboard type work is really related to to you know leveraging the communication capabilities uh you know and being able to augment that can could really enhance productivity uh so those are the three obviously there are many more uh and I know I'm sure there's a discussion on uh about what what else people are using and I'd love to hear that um but I I thought I'd call out just kind of three just for the discussion uh and then what the potential areas again I I um you know we have that product engineering teams here so this is more just a potential area just looking at it from an architectural view not from a you know product futuristic view or anything but some of the key areas across the servicenow platform first of all the four main use cases I see are text obviously creating documents coding and then speech to text and text to speech I think are the four areas where I think are the key use case areas within that we can then generate all kinds of new opportunities uh through the you can see the whole kind of now platform area you know from customer experience to knowledge Management's a big area customer data where you know we need to do searching on specific customers quickly and get responses to best aligned to where we need to be what are the best products that align to that specific customer based on where they are in their transformation I think are some some UniQue Ideas uh employee you know onboarding bringing in new employees and and being able to train them quickly I think is a one of the biggest use cases potentially uh document management of course is another area so that's going to be transformative because right now a lot of those documents are manually created put into the the platform and then just manage that way but with with this type of Technology it's more on the Fly they're created you know as needed and then can be com you know modified through AI through advanced AI based on changes in that it's detecting in the workflows that are happening so it's kind of interesting some of those use cases uh for technology you know see intelligence cmdb search any kind of searching where we need to find things quickly um the ones that are in green are are potential you know I think the ones in Orange are I'm seeing more opportunity although again you know this is a it's open Forum so uh there are probably other areas that I don't have covered but based on my experience these are some areas where I think you'll see some some Synergy uh with continual Improvement especially as well and then operating Excellence onboarding again of suppliers for our customers planning road maps supplier intelligence you know understanding uh how to how to find in in and align the best suppliers and vendors to a customer I think is an area that um that this type of Technology can can really help with and then you can see on the Creator experience at the bottom in app engine obviously we talked about coding and code augmentation um Automation and some of that and some of those functions if we can tie some level of automation to the to the you know to the generative AI functions I think there's some some really cool opportunities there and obviously on the now platform with knowledge management skills management and of course virtual agent and natural language understanding I think are two key areas where you'll see a lot of potential Focus um you know again I think the question there will be on on retaining and being able to uh you know keep keep the um the security uh appropriate uh for for our customers but but those are the main ones I see across the servicenow platform uh any any comments on that as well um uh wanted to kind of pause there Jeremy are you on are you able to come off mute your comment was pretty interesting up there yeah basically it's you know current employers black and Beach 100 year olds you know engineering and construction company and as you can imagine there is plenty of data that lives in silos that kind of proves what a junior engineer would look like even certainly we can do that off the platform you know you know we're big Microsoft shop as well but at the end of the day you guys are also going vertical in your you know reorgan platform and I think it's just a very interesting moment in time where how does all that come together yeah agreed uh especially when it's all you know and and then and how without breaking you know because I think the idea um originally of open AI was to was to keep the Forum open and even the technology opened so that we all can benefit and and so I think but now what's happening I think you're starting to see some cracks in that a little bit uh two areas one is you know the Microsoft investment which I think um yeah I have some mixed views on that although you know I I mean obviously it needs the funding to grow so I think that's one aspect to it which I think is is not a bad thing but the corporate influence in the data I think is something that uh um is a little concerning and I think this is something we should as a forum and as a community really look at um in ways in which we can protect our data um in general so I think those are come some some areas I think we need to really think through but um regardless of that I think those are resolvable issues honestly I do um I think with the parameters around the information I think we can do uh enough of our client specific uh information and be able to protect that and still and still um you know be able to leverage this technology in a broader way so I do I don't think it's unresolvable I just think it's something we need to consider now especially since this API has been released and every single every single um response and every single question that's put into chat GPT stays there and it's it's used uh in future um responses so that's interesting if we are putting our own code out there or we're doing putting customer information out there it is it is subject to that so it's something we just need to be very cognizant of um and when as servicenow we're very very conscious of that it's something we're highly focused on uh when we do develop our products because we are focused on the Enterprise and our biggest concern is protecting our customer data um so it's one of the things we pride ourselves on running our own cloud from the ground up and being able to protect our customers data so um definitely a concern but here's some areas of focus uh just an example yeah yeah Peter's on he wants to know if everybody could post a picture of their dog and we could create an AI dog from everybody yeah um sure I saw that with horses the other day where it said give me a picture of a horse and it was really it wasn't a horse it was a combination of like 10 horses that it used off the internet to generate the picture or anything yeah there was another one too I saw where you know it asked you I think uh asked it to create a Orange Orange Box with a square around it or something and it just popped it right up it was like wow huh so you just from from just text and verbiage it'll create images too so I thought that was interesting but yeah so this is one area I think again this is no you know there's nothing in the future that I'm aware of but one area I think there's potential opportunity is combining Knowledge Management and virtual agent uh and and utilizing the technology now whether we actually connect to chat EPT or we actually develop something or work uh in conjunction with them to to um obviously keep the data secure uh that's a different question but I think there's an a lot of opportunity here uh where we can augment knowledge and I see in a future where knowledge isn't a database anymore like it would normally be and and because it would be real-time responses to information based on the context at the time that the Persona or user is accessing the information so you think about that and knowledge as we know it is going to change in Knowledge Management is going to completely transform based on that I just see that happening um and then and then the way we we receive the information from virtual agent will also be more personalized uh and of course it's already getting that way but now tying direct responses real-time responses that change with context and change with specific wording is is a whole new area I think that we we can just see some a lot of value with virtual agent so Jason this is Paul gabois um one of the things that first of all I'm not I'm not surprised that we are taking a look at this particular new technology in ways that we could take advantage of it and benefit from it um being an Enterprise architect from a from a particular sector that being health care and higher ed um yeah I I see the potentials for greatness from the technology but I also see some overwhelming concerns that I have regarding things like using chat ggp for doing research and being able to do proper citations and making sure that our researchers our students Etc are not using it from uh you know to plagiarize and turn in things that are not really their work or their thoughts and is there a way for us to be able to allow them to use a chat TTP and properly cite chat GTP for the content that it provides and how do we Trace back the content that was provided from chat GTP maybe to its original organic source so that we you know we know that it's it's accurate and whatnot so those are those are some of the things that are continuing to loom in my mind about it as excited as I am I can't I can't just embrace it completely because I know it's a two-edged sword um has anybody else given any thought about that or in any of the other sectors that are other guests in the caller are from has that been a concern of theirs or are they you know working for typical organizations where it's not about plagiarism it's about efficiency and pumping out content and doing it as with as little Manpower as possible in which case chat GTP is a is a nice solution to help in that regard but there is that other aspect to it and just kind of curious if the community has any thoughts on that Ian you had something right yeah a couple of things yeah I've been using this technology for a while uh yeah the citation is a big issue because you don't know where the source is but as I've just put in on the uh chat there are some extensions that give you a bit of help there so you can actually uh they're free just be cautious as always with this but things like web chat GPT is a Chrome extension that'll give you a link to the source um but then what I use I use things like quill bot which is a a robust application about 100 bucks a year to actually drop the the text into quill bot and you can ask quill bot to give you the actual sources if that makes sense yeah so you can get citations yeah great thank you again that's outstanding appreciate that and the trouble with the Bing at the moment I'm not sure if they've opened it up yet but there are restrictions so again I've not been blogging on this because uh it's still a moving Target but we were part of the early Bing thing and you could put only five prompts in a day sorry five in any conversation and 50 in a day so hugely restrictive yeah so we're not quite sure what's going on between them and open API at the moment right and I've just got the latest being I haven't had a chance to play with it this evening because we have real jobs well no thank you Ian and appreciate the uh the feedback and yeah I I agree and I think uh what you you were saying related to the you know some of the questions I think uh yeah you'll see at the end I have a couple of these are I'll call them challenges and uh one of them is actually and I think you've addressed it in with a citation but but that is one area like for instance if it's generating original information you know and and it gets posted on social media for instance you know who who gets paid right and and then who you know who's cited because uh is it the person who generated it from chat GPT or is it you know chat GPT itself and then it's very interesting questions especially as content is it's technically original content but then you have to look at you know well is it wording that's changing it so a lot of a lot of questions around that um wanted to hit a couple things here before we move on uh some interesting info uh here around some of the personas we see uh of course content managers uh that currently manage content for knowledge bases obviously that that role uh could be augmented significantly or changed depending on uh how this technology is utilized employees and customers uh especially with servicenow case routing is more self-service um more natural conversation experiences um you know getting more information faster for our customers on products uh helping them work with our customers you know their customers and then their customers to to ensure that they're having that that seamless experience uh agents so this would be like technology and I.T agents uh you know at service desks for instance having that kind of capability to to you know quickly access knowledge and searching capability uh quickly and then virtual agent as well and then developers and coders uh being able to to write code based on conversation uh is is just one of the other key areas so those are the the the personas not the only ones but key ones that we see uh with specific areas that our customers utilize servicenow um and then challenges so again we talked about this a little bit uh I I do think the number one challenge is just ensuring we're able to secure our customer data in intellectual property and I think that's the same thing for us as well as for our customers and making sure that we have parameters around that and we think through the the best way to do it uh utilizing both technology and human Ingenuity to ensure uh that we're not uh consolidating information into single sources where you know we're we're consolidating power and knowledge and want to ensure that that's not being utilized negatively for our against us essentially uh customized content so I think uh you know being able to train the models on specific content for that are that's relevant to a customer um that doesn't uh get clouded by more broad-based public content I think is one area that I think we need to focus on is just the the way in which we marry specific content from our customers to the content that's out in the internet out in the world um and being able to to do that in a way that that doesn't negatively affect us uh error prevention and errors I think there's that you know even with the training there's a lot of errors with it uh there's a number of um if you look on on YouTube there's a couple really good videos and John John actually sent it to me you should put that in the uh uh in the in the chat John for the oh yeah who sent that to me Lou posted it earlier the dark side that one dark side yeah I think that's a really good uh video to reference here uh because it it does go to the heart of of how you can manipulate chat GPT to negate uh empathy and and uh is very interesting so anyway I highly recommend reviewing that it's only it's very short video I think it's five minutes uh out on YouTube uh and then plagiarism we talked about that right how do you ensure the content of the original source of the content gets credit and where does that how does that align um so again we're talking about these subjects and I think those are very very important as we continue to use this and servicenows very focused on these areas right ensuring number one that we're secure that the content is relevant to our customers that we're able to integrate appropriately and securely with existing systems where appropriate uh that we're able to reduce error and that we're able to provide Source Credit where appropriate and ensure that that uh that doesn't it doesn't break that that mechanism and then some misconceptions so I actually asked what are some misconceptions or myths about chat CPT it was interesting uh there are a few misconceptions one is check GPT can solve all problems right and says while I'm a powerful tool for generating text I am not I'm nip omniscient or all-knowing it's kind of funny there's a little bit of comedy in this which is really interesting uh chat GPT is a human that's a myth while I can generate human-like responses I'm not human I'm a machine learning model and I don't have emotions or feelings which is kind of actually a little bit scary but let's leave it at that if it doesn't have any emotion or feeling that's kind of gets to the video you'll see uh that we want to reference here um talks about that a little bit uh chat TPT is biased uh while I'm designed to be objective as possible there's a risk of bias of course however my developers work to mitigate bias as much as possible I hope they make that public I hope as to how they do that uh mitigating bias and that's as public as possible because I think that's one of the areas open AI should focus on uh if they don't already uh is ensure that they keep their bias uh algorithms public um and and allow that to be um generated in an open Forum chat CPT is perfect while I'm a powerful tool there may be errors in my responses of course uh they they correct errors when they can but they it's not infallible so I'm not perfect so anyway it's kind of interesting so uh that's the misconceptions and then the conclusion really uh again not a uh there's a lot of potential opportunity and of course I can tell you uh can't give you any details about what service now is doing of course but we are highly motivated in looking at how to leverage this technology uh for our customers in the most safe and secure way possible um I think a couple areas uh like further defining better use cases that work for our customers I think is an area where as Enterprise Architects we're going to focus on uh ensuring that you know um where where they can best get value out of out of this um what other capabilities in service now and what our product teams see I think is a key area again keeping the caveats of security and uh and data Integrity uh intact I think that's really an important area and then the personas it goes back to use cases just identifying uh skill sets and uh kind of the people aspect of this and how how that that could benefit the work they do and also the companies they work for um and obviously the fourth one is the most important which is resolving uh and ensuring Enterprise security and proprietary data protection and then the last is the question so I think we're doing good on time we have 10 minutes and what I did was I put a bunch of questions in here six questions for the for the Forum and some of them we've we've addressed um but uh the first one is are you using chat GPT today in your Enterprise if so in what way the second one was where do you think your Enterprise will struggle the most in adopting it if you're using chat GPT today do you plan on experimenting with it in the near future and again you can take these we're going to share this content so again we you know we can you we'll have uh you can respond in open Forum in the chat verbally however you want to or any one question or all questions you know it's on open Forum uh which personas in your use cases do you see would most benefit is it cheating if content is uniquely generated do we cite who do we cite as a source we talked about that a little bit if the source is used on social media to generate income who gets paid uh just a couple uh open moral questions there as well but uh so anyway that's what I had uh any uh thoughts I'll kind of open it up to the Forum and John if you have any chats there that we wanna hit on or discuss I'm happy to do that so it will leave the last five or ten minutes here for that sure I'll just give an open Forum if anybody wants a and any comments anything we missed here any other things we should have perspectives on is the Forum yeah so given the security and the rest the chapter T is the you know I don't know how you the the power chapter is obviously the world right providing information but if you coordinate off to individual companies then you can only get the value based on the information that is being added that by those people that use it but without that those barriers uh how are you going to leverage something like chappy T because it seems too wild wild west and unpredictable gonna pile on that is he in here no it's open for him yeah I'll go down these questions just on that point are you using it uh well I use it a lot because my wife um has disabilities and she was a special ed teacher so what caused me to write the book that I wrote over two weekends was the Wild West out there with all the guidance and really like uh no rules when there are rules this is conversational design type territory so if any of you know how to ask a question and know how to ask a follow-up question sometimes chat GPT is like a politician it refuses to answer the question the way you asked it so that's the skill which leads me into point two that's the struggle prompt engineering Google it research it that's it find out how to drive from uh chat GPT because when you come down to some of the other ones uh uh experimenting uh yeah the landscape's changing every day uh track it there's so many things and tools being offered To Us by really a lot of teenagers and and people the age of my children are out there yeah judoing this for please check out the act as there's um because you can turn around to this thing and say act as put in whatever job title or act as Winston Churchill it doesn't matter act as Abraham Lincoln and it'll respond differently so you'll see a lot of act as personas and cheating um I think that'll be resolved I think that the cat's out the bag everyone's using it for all different purposes and uh it's disruptive and it's the people who are this are being disruptive teachers like my wife um and she's took the approach of well if you actually did the work and you actually didn't just copy paste and you actually worked with chat GPT to get to a result I'll give you some credit because you're solving a problem right our children have forgotten to think that way and sometimes it's it's it's more uh it's more um Forward Thinking to ask the right question right than to get the right answer it's so much that and so what you'll see if anyone's been near the tools that were out there for the past couple of years Jasper AI the whole thing was building recipes prompt recipes like stacking the prompts in a certain sequence to get where you want to get right so if you are on chat GPT you've probably bumped into list you know list me some of these and then if you if you go into expand you could go into the wood you go into the woods try pick one from the list and go step by step you know give me a step-by-step on item number one and it'll react differently and that's the skill I think we need to brush off if if I made Jason you know we need to go back to some Basics which you might find them near the core of virtual agent right how you built that but please don't connect chat GPT to Virtual agent and expect it this thing is yeah it's wild west agreed agreed I think that that's where we I think uh especially with in and with the release of the API today and the encouragement you know oh yeah just connect to the API and bring your you know connect your critical systems now now we're Enterprise now chat CPT is Enterprise ready right it's like okay we need to just step back I I do think there's there's some thought around and and the excitement of this may lead us to doing things that uh without thinking through the implications so I think for as a forum for our customers if the takeaway of this is nothing more than just re revisiting if you are looking through how to connect this to your environments I would I would highly uh step back and and re review that um there's some companies already doing it and you know they're already out there connecting their data pulling information in I think that that's uh a little bit premature and frankly I I would say a tad Reckless can I give you can I be naughty and have one more comment there Jason just just give you an example so uh I'm not going to say we did it but you know all of us dabble but let's say that you actually connect this to a HR System or an invoicing system you know you have a custom chat gbt add-on and you've taught it about your company right there's our logo there's our invoice layout you've now you've now given it the ability for anyone who can access it to say list the salaries of the sea level please and you'll get an answer yeah yeah that's the danger so now suddenly you've got this power that you've got a put some controls around right be careful yeah agreed to Ian's point about act as I think it would be very interesting if you guys connected just the dots between your servicenow operating model and all the different personas or jobs in there right like literally I should be able to have the Chuck tomasi you know platform architect view or the mark bodman data manager view or something along those lines because at the end of the day I don't know if too many servicenow practices or customers that can afford to fulfill that entire operating model with full-time you know staff members that do nothing but right I kind of mentioned in a previous chat you know why not connect the dots between a Health Scan and a and a instant scan but then at the same time why not wrap the security admin role in there or you know whatever just just as a pure learning experience if nothing else make make all of us better because at the end of the day we all can't just sit there and post you know LinkedIn chats to Chuck and have him answer or go out to the community and and you know find stuff that way or whatever so I think it's a huge opportunity for you guys to be able to csdm would be the same way it's just completely different him I agree I do and I think that's a really good point I think it does start with the input of the data uh whether your parameters are around that uh but you know because I think the you know that's where that's where we need to think through it and into your use case of you know being able to to identify key operating skills around the platform is a good example where we could use some of this information to generalize and say in a general form you know you need these personas to help you manage a servicenow platform and these are the key key functions and that could be leveraged by chat EBT uh you know customers could utilize that to be able to say okay here's the role I need here's what you know and so those are some of the some of the potential opportunities and as far as like linking the content around the platform again I think just being with careful thought thought of that utilizing the technology because I think the L algorithms that are actually used are very interesting the question is how accurate can it be within with how much data how much data does it really need to truly provide value in a secure way to an Enterprise and I think that question's still open so especially in the domains too like if somebody brought up HR here I saw ESG brought up uh my time in all the different contexts there's all these this new set of possibilities too right right yep so yeah that was it pretty much for me so I again John I'll turn it back over to you and thank you everyone appreciate it hopefully it was informative yeah outstanding Jason thanks for pulling us together I know it was uh so many ideas that you were assembling here you're getting the input from everybody so really good job appreciate it thank you yeah thank you and thanks everybody for chiming in that was a really useful information I'll get the chat out I don't usually post a chat on the community but this time because there's so much useful things in it I'm going to post a whole chat out there so you'll have it thanks everybody we'll talk to you in a few weeks thank you thanks and Ian thanks for chiming in man it was