foreign the AI Genie is out the bottle and it's not going back in and on this day 43 of 100 days of service now we are in for a treat and let me tell you why we have servicenow architect Tyler Hoag and Associate vice president of Professional Services at Glide fast Brett Carl join us on the stream to talk about their generative AI Innovation called agile genius I'm excited to have them here and I'm excited that you're here and by the way if you are here let me know that you're here leave comments drop some blue Hearts drop some megaphones some air horns I want to know that you're here and if you're joining me on the replay I would love for you to do the same so without further Ado welcome Tyler Hoag and Brett Carl to the stream [Music] so good to have you here man this has been a long time coming and I am delighted to get into some things especially with gender AI generative AI is top of Mind tip of tongue it was talked about at Great Lengths during knowledge 2023 at Vegas this year and so I'm excited to hear what Glide fast is doing to bring perhaps I'm thinking maybe it's the first Innovation from a partner to the market in the servicenow ecosystem and what this means for our customers that's a mouthful so let's get into some things so welcome you both to the Stream but thanks Callie good to be here thank you right on right on okay so first of all tell me uh Brett what problem is agile genius solving for so agile genius was created to solve the problem of spending tedious time on generating projects generating themes and epics and stories we spent a lot of time working with customers to get requirements and then feed that back into servicenow and using an agile methodology but it becomes a repetitive process over time you go into the native View and you click new project and then you go and create new themes and new epics and new stories and everything else and we just thought you know there's got to be a better way to do this there's got to be a quicker way to get time to value for our customers inside these projects and not do the the minute details in the day-to-day of your project management experience especially with our business process Consultants yeah you know that excites me to hear that bread and the reason why is because one of the things that servicenow is known for is helping to eliminate those repetitive redundant processes so that we can get you know go to market value you know right away so I'm excited to hear about that I'm curious Tyler how did agile genius come about yeah so in about the uh I think January February time frame uh open AI came out with an API that allowed us to hook into their system and do programmatical calls um I decided I think I should try to hook that up to service now see what it can do have some fun with it mess around I built this pretty cool application for just a Content generation for another topic however coming back and working in Glide fast I'm actually part of the GCU or Glide fast Consulting University and we were going through mockumentations and it was one of those scenarios to where I needed to hand write out a bunch of stories and epics and themes and one of the things that I struggle with even as an architect is getting that content into that application and I decided oh I have this content generation ability through open Ai and GPT that I thought I might as well try to see if I can start generating this content for students to go through Mock implementations and actually have content that is mirrored to real world scenarios as opposed to just kind of me making it up and not really getting that value ad that you can get when you're involved in something that is a little bit bigger than just here's one piece of functionality we want to add yeah love that you mentioned GCU talk to folks or tell us a little bit about what that is for folks who don't know yeah so GCU or Glide fast Consulting University was put together to start to train people into how to use service now um and these individuals don't necessarily come from a coding background or from an I.T world and we train them to use servicenow and get them up to speed and be pretty much seeing your TC's at the end of two years when they finally get through that program and we do this three-month crash course where they get their certifications and at that point they're they're ready to go in front of a customer and and do do good work so it's just kind of mainly just training individuals to work inside of servicenow right on I love the whole idea of like how Innovation comes from basically scratching your own itch you needed to do something and you wanted to figure out a way how can we do this faster how can we do this better so it's exciting to hear like how you know to see that Evolution it actually takes place in and how it actually takes place within guy fast perhaps you can talk to me a little bit at a at a high level of how agile genius works yeah so it essentially starts from a product in this case we'll just use the example of itsm or item and as you start to go through there it builds themes off of the product and you start to go through and for itom a discovery event Management Service management or service mapping and stuff like that and it goes through and generates that from the top down and you start to build out epics and you start to build out stories and as you're going through you're able to review the content add additional requirements and kind of guide it into the content area that you want if there's a space that you're not working on you don't have to generate that content but it really allows you to start small and grow big as opposed to getting a large dump of stories and say okay we need to review these and pair them down yeah talk to me a little bit let's go back because you talked about epic themes and stories when a customer comes on board with glide fast part of the early stage is creating these scenario talk to me about what that looks like and it's maybe explain rather what epics themes and stories are for you know maybe the CIO out there who wants to know a little bit more about what we're talking about here yeah so there the product is is the very high level the highest level and I'll just use itsm um to where that's the product and the themes in this case would be stuff like Incident Management problem management service request knowledge uh change Etc and as you start to go in it could be like instant management incident creation incident assignment incident categorization and then there's stories which allow you to say how are we going to do instant creation is that through a portal is that through a service request um and that type of stuff to where it does start at that high level and the in agile it starts with themes and epics there is the ability for like the idea of a feature where that's more of an epic to where it's this is the idea of features and functionality that we want and then you have the individual stories that break out and how to accomplish that right on right on Brett no I I'm sure there's going to be a lot of demand for this in terms especially because of all the value that algae all genius will be able to provide do you anticipate that it will be available in the servicenow store yeah so the initial phase that we're in right now with agile genius is inside our own instance an ecosystem at Glide fast we are looking at doing a or actually in progress right now of creating a phase two approach for agile genius which would have more of an agent approach that lives in that store and would allow a customer's instance to connect to Glide fast so we would be able to have not only um our bpcs and our engagement managers push data down to the customer but getting to that point where the customer can interact and push a button and say oh I want to receive that back and they're using us as more of that bridge based on our own internal development that we've done to communicate with openai and their technology you know hearing you say that makes me think about the time saving aspect of this a little bit differently here because I know that a lot of times you know is trying to get people in the same room are trying to get people to give you the information that you need to get this project up and running and onto the next phase can take a bit of time but now you're talking about bringing in this piece of technology and agile genius using open AI to help generate these epic themes and stories and now you're also talking about the second layer of having it available within the servicenow store to kind of manage that that communication am I understanding this correctly yeah absolutely and at the end of the day what we're looking to aim for is have more meaningful conversations with our customers go industry specific with our customers and talk about what are your pain points how can we help you what keeps you up at night and curtailing those conversations from a business process consultant perspective and then just click a button and get back to the conversations right so we don't have to take that step away for an hour a day a week whatever it might be so that's really the end goal is to be more engaged with our customers and help them solve their their pain points yeah love it now I understand gpt4 what does that mean for it to be built using that technology Tyler I'll let you take this one yeah so it's essentially it's just the difference between GPT 3.5 and gpt4 is more along the lines of capability and a little bit in how correct it ends up being to where GPT 3.5 there's sometimes errors mistakes that it may respond with something that you don't quite want and need to regenerate it constantly where gpt4 gets it in the correct area more often than gpt3 and actually something that's usable and makes sense um so it is definitely more robust it it provides better content um and and and that it just makes more sense at that when you get it in front of an individual as future GPT iterations come about will you be able to use those in place of 4.0 yeah so as the technology Grant grows and expands we are always able to adapt and add new abilities and functionality especially with openai and how it progresses into the future anything new we will definitely look to be adding in especially all of the stuff that they're they're continuously rolling out for features and functionality for that now how are you thinking about because I know with with open AI one of the things that has been a concern that I've hear repeatedly is protection uh proprietary information and securing insights from One customer from One customer to another Brett can you speak a little bit about that absolutely from the business side of things all of our employees May Glide fast if they're going to be using this technology we have a AI policy that they have to adhere to we're not sending any customer data through this process any sort of requirements or more so around this is what I need to accomplish not so much IP addresses or proprietary type information that's number one on on protecting that sort of data for uh agile genius piece of things the second thing is we want to get approval from our customers we want sign off from our customers so if customers don't want us to utilize this technology they say you know keep us out of there then we respect their wishes and we we don't do it and we're not selling any data or anything from that side of things so we have our own internal business protect protections that we adhere to um to be responsible employees and Steward of their data right on right on now here's something that has come up and I even left a poll on my LinkedIn profile and I'm curious your thoughts on this what are your thoughts on agile genius and agile genius and other technologies that you will be innovating with AI eliminating roles within the ecosystem perhaps you could talk a bit about this Brett yeah so as far as eliminating roles with agile genius we're looking to enhance our employees we want our employees to do more meaningful work get rid of their menial tasks get out of just typing up stories as an admin I need to be able to see a report that does this so that we would rather let the machines we'd rather let openai handle that piece of the work so they can focus on those meaning conversations and Elevate themselves and at the end of the day if we're able to complete a project that's quicker and quicker to go live and quicker to value and those people can go on to other meaningful projects so we're not looking at removing anybody we're more looking at enabling them to do more meaningful work and again don't do those manual type tasks that are out there yeah and then kind of the main goal is to engage better and have that higher quality engagement with the customer I I know there's the standard with workshops was you had an all-day Workshop sometimes multiple day workshops and you'd go back to the hotel room and you'd just be typing out stories and you would lose a lot of information between that workshop and actually putting that story information down because there is that mindset of I still need to translate this into agile artifacts to give to my team to do whereas if you were able to sit down have a conversation with that customer write down the meaningful requirements without having to worry about oh I've got to write 15 stories around this topic now it's I can actually dig deeper ask those whys get to the root cause as opposed to trying to figure out how the story architecture is going to end up love it and Tyler when do you expect agile genius to finally come to Market so internally we are using it right now um that is something that we're kind of kicking the tires making sure everything is all all good and it's it's provided quality that we expect um and and I think in the next couple weeks we're actually looking to turn it on and for uh customer availability right on and finally and and Tyler or or Brett you either if you can take this what do you see in the next iteration of agile genius yeah so um initially like Brett said we are in a kind of a very kind of copy and paste get the generation and get it to the customer where we're looking to turn on that store app of having that agent in the customer's instance to be able to connect up to our application as well as being able to provide more interaction from the customer side so that's the kind of the next step is to be able to control a lot of this from that agent application and in the in the customers instance and allow them to utilize a lot of the the technology that we use at Glide fast yeah this is an exciting time to be in the servicenow ecosystem Bravo to you for being the first partner to bring generative AI product to Market that's phenomenal and it's really phenomenal what this means for our customers and even for the the depth of work that our employees will be able to provide so I want to thank you Brett Carl associate vice president of Professional Services at Glide fast and Tyler hoe servicenow architect I am so pleased to have you both joining me in the Stream and I will see you all next time thank you so much thanks wow wow wow wow so listen well generative AI amplify human creativity and customers outcomes or stifle them what about jobs within the ecosystem do you see them harming or helping job creation in the ecosystem well these are the present issues that we are facing right now and my two cents my perspective is that right now is the best time to be within the servicenow ecosystem whether you are a customer looking for a digital transformation or whether you're a job Seeker or someone who's already employed in the ecosystem this means that you'll be able to do more meaningful work in terms of the customer side right now coming on board for your digital transformation means that you will be taking advantage of the height of Technology now obviously technology improves year after year so what do I mean by the height of Technology where we were just two years ago we have exponentially grown far far far away from that so if you're coming on board for your digital Evolution right now you can expect to get some massive gains and be ahead of your pack I'm excited to be a part of this this ecosystem and I'm excited to see what's next so final words here be kind and stay curious and I will see you on the next one let's go [Music] thank you [Music] foreign [Music]