Forum Perspectives on ChatGPT and ServiceNow - Recorded March 2nd 2023

[John Spirko]

Meeting Files (2 available via this link)

Discussion Topics 

• Techspace Answers - Dynamic knowledge on the fly
• Documents - Articles, curated content, better knowledge base
• Code - Write my app!
• Speech - Translation & generation
• Video - Create a unique video based on a query

[John Spirko]

00:18:45 Michael Campbell: Michael Campbell
00:18:57 Edward Nelson: Edward Nelson
00:19:01 Michele Williams: Michele Williams
00:19:03 Mitchell Slocum: Mitchell Slocum
00:19:03 Naj Junaid: Naj Junaid, Rutgers University, Application Administrator
00:19:07 Robin Gomez-Lutze: Robin Gomez-Lutze
00:19:07 Steve Groff: Steve Groff from Harvard University here.
00:19:12 Andrew Kosowitz: Andrew Kosowitz
00:19:13 Shibu Nayak: This is Shibu Nayak and I am from Sales Operation
00:19:14 Steve Funk: Steve Funk
00:19:23 Audrey Ashcraft: Audrey Ashcraft UArizona
00:19:25 Rushikesh Mandhane: Rushikesh Mandhane, Platform Architect, ServiceNow
00:19:41 Preston Haley: Preston Haley, Transformation Consultant from Exxon
00:19:50 Brett Smilen: Brett Smilen, Rutgers University, System Admin/BA
00:19:54 Jasper Luickx: Jasper Luickx - ServiceNow
00:19:56 Wence Wijnhoven: Wence Wijnhoven - IT Director Medtronic
00:19:57 Shibu Nayak: Shibu Nayak, Business Insights Manager, ServiceNow
00:19:59 Jinah Young: Jinah Young, Cal Poly Pomona
00:20:08 Lisa Hisson: Lisa Hisson, UC Berkeley
00:20:16 Jinah Young: Evan Miller, Cal Poly Pomona
00:20:17 Jiancy Moreno-Lassalle: Jiancy Moreno-Lassalle, ITSM BA - Rutgers University
00:20:27 Joel Lloyd: Joel Lloyd, State of NC
00:20:28 Manveen Singh: Manveen Singh, TPO - ServiceNow, Johnson and Johnson
00:20:51 Chris Smith: Chris Smith - UNC Health
00:22:30 Paul Gadbois: APRIL - Capability Mapping
00:24:52 John Spirko: @Paul Gadbois check this out. Best I've seen for Business Capabilities: https://www.businessarchitectureguild.org/default.aspx
00:25:31 John Spirko: You have to pay to join but I can share one of their industry reference models. Very well thought out.
00:26:10 Mimi Bronco: Mimi - UCSF
00:26:21 John Spirko: This is a link to forum resources: https://www.servicenow.com/community/digital-services-forum/about-the-digital-services-forum/ba-p/24...
00:26:48 Ian Clayton: I published a book on prompt engineering for ChatGPT in Feb… if anyone has an interest in that discipline - let me know. My 2c is it is still ‘Wild West’ and no-one should be connecting chatGPT to platforms like Now without a strict set of rules 🙂
00:27:44 John Spirko: Ian - Do you have a link?
00:28:50 John Spirko: https://www.businessarchitectureguild.org/default.aspx
00:29:07 John Spirko: Does that link work?
00:29:35 Mark Winkleman: Yes
00:29:43 Ian Clayton: Conversational design is back - like flared trousers if you pop the id on ‘prompt engineering’
00:30:56 Michelle Supper: It can summarise and synthesise data that is available to it, but it has no way of determining quality or truth.
00:31:32 Ian Clayton: Agree completely - its a productivity aid and augmentation
00:32:09 vladimir gabrielescu: it was actually fairly decent at prototyping servicenow script includes. I wouldn't suggest trusting it for live code, but it was good at building a frame work quickly for a developer to fix and adopt.
00:32:33 Jacques Clément: Is the technology available for "private" knowledge, that is with a corpus that only comes from one enterprise?
00:32:34 Shravan Mantravadi: What about Data Security and Data Policies - How does its ensure that data output is aligned to the security elements?
00:33:20 Ian Clayton: But the custom ChatGPT requires significant controls wrapped around it so I like where Jason is now
00:33:55 Louis Ronzitti: Risk: If you want to see the dark side after this call or if you haven't seen this already, check out what happens when user manipulates Chat GPT at 4:30 into this video. https://www.youtube.com/watch?v=RdAQnkDzGvc
00:34:26 Jeremy Schinzel: I like the Copilot for developers, similar to GitHub's offering, approach. ...most senior devs are using it to do the repetitive development work OR a junior dev getting assistance to writing better code.
00:35:31 David Hall: Chatgpt seems to know a lot about ServiceNow already. Do you guys have any plans to fine tune a version on product documentation and on the user forums so that it can answer questions about the product and how to do things?
00:35:32 Carol Moening: does the chatGPT augmenting replace peer review for code review?
00:36:14 Pavel Tarantin: Would be interested to hear thoughts and perspectives on embedding GPT into the virtual agent, especially risks
00:36:27 Ian Clayton: Ok - some of you have asked - the book I authored on prompting for ChatGPT - with much of what Jason addressed is here at Amazon. It does NOT address code. It is focused on the basic ;list, step-by-step, act as’ prompt formulas. https://www.amazon.com/ChatGPT-Beginners-Step-Step-Crafting/dp/1937961931/
00:36:48 Rosamond Xiang: second Pavel’s comment. would like to see how it interacts with our virtual agents and bots.
00:37:01 nicholas pollock: same here
00:37:21 nicholas pollock: the virtual agent is really interesting to me as well
00:38:05 Ian Clayton: To my knowledge there are no controls on this - huge IP and security exposure as OpenAI did store but announced last few days they promise not to 🙂
00:38:07 Pavel Tarantin: c-level has high expectations when it comes to improving employee experience and provide ticketless support, which we need to manage
00:38:08 ashish sethi: https://www.youtube.com/watch?v=vb96hlHtXlc integration with VA
00:38:09 Tina Watson: Is there a way to access all of the links in this chat after the call?
00:38:16 Dan Warfield: https://www.youtube.com/watch?v=YiokTYzA6BI
00:38:30 Rosamond Xiang: Tina—you can save the chat by right click in your comment box “..."
00:39:35 Jeremy Schinzel: How about closing the loop/delta between Health Scan vs Instance Scan and allow ServiceNow Team members to interact with the data/findings via ChatGPT?
00:39:40 Rosamond Xiang: Have there been talks of development of an “in-house” chatGPT where the data sets are based on internal data only and accessible to internal users?
00:39:47 Rosamond Xiang: Or do we have something similar already in-house?
00:40:23 Shannon Lake: ChatGTP is only up to Mid21 I think. MIght be a bit longer, but trained on the GTP-3 LLM using Davinci-3 Model (which is a bit newed (only a few months)
00:40:37 Jennifer Domnick: Yes - how does it interact with our ServiceNow virtual agents and bots?
00:40:39 Shannon Lake: So wont have up to date information.
00:40:39 Shravan Mantravadi: Yes indeed, unless architecturally they have separate DC for private enterprises - its a open house.
00:40:42 ashish sethi: It doesn’t keno who win the FIFA World Cup in 2022
00:40:48 Melanie Brower: I read somewhere that it doesn't look at the most recent internet history/data - is that true?
00:41:02 ashish sethi: Yes Melanie, that is also what I have heard
00:41:20 Venkatesh Krishnamoorthy: The keyword here is "Augment"...a citizen developer does need to understand what the code is doing...we don't want them to be blindly implementing something
00:42:15 Ian Clayton: My understanding when talking-to OpenAI recently confirmed its is thru June 2021. But you can add chrome extensions like WebChatGPT to add some current information… crude but it works
00:44:37 Ian Clayton: Again - you can extend with Chrome extensions to browse web. And of course Bing has incorporated a crippled version into their Edge browser only strategy.
00:44:48 John Spirko: It writes really good cover letters. My son is looking for a job and it nailed it.
00:45:53 Ian Clayton: Friend of mine had it build an entire website for his daughter with just a few prompts
00:45:56 Jeremy Schinzel: The OpenAI API and customizing the dataset beyond what is publicly available, even if Microsoft extends it beyond 2021...ServiceNow should also provide a unique industry context (based on the Reorg going on) to the full extent possible along with the specific instance data. Would certainly go along way to chipping away at the Us vs Them dysfunction between IT and the business.
00:49:10 David Anderson: I've found ChatGPT at this point doesn't understand some of the complexities and interdependencies in ServiceNow. For example I asked it to create a script to 'Cancel Active Discovery scans" and it accurately presented a script to switch those records to Cancelled, but there are script includes and other records that need to be incorporated in canceling a scan, otherwise you're just creating a mess
00:49:22 Preston Haley: I am interested in Service-aware AI in general. The idea of AI enabling companies to conduct robust planning simulations is fascinating. Product Owners and others would love this application of AI.
00:50:33 Ian Clayton: David - sometimes you need to ‘train’ ChatGPT with a few prompts to control scope before you get what you need but I have found you must know what you are looking for and can bs check the responses
00:51:07 Shannon Lake: OpenAIs focus has changed.. its no longer very open.
00:51:29 David Anderson: Agreed Ian
00:51:40 Shannon Lake: There are many other LLMs other than just OpenAI.
00:53:29 John Payne: Can the presenter speak to any interest / use by SNow in using ChatGBT / OpenAI for addressing Sustainability and creating / using circular economy (or similar) principles?
00:53:43 Shannon Lake: GLaM, Megatron, Gopher, Chinchilla, and LaMDA are all competing with OpenAI's GTP-3
00:53:58 charles Bartley: Write “Mary had a little lamb” in the style of Werner Herzog.
00:54:11 Louis Cozzetto: End users using ChatGPT and Open AI products during our work is drastically different from having SN integrate OpenAI into products/capabilities.
I would imagine OpenAI would eventually have some enterprise license that SN would have to subscribe to
00:54:49 Shannon Lake: OpenAI just got to the public first.
00:56:13 Ian Clayton: If you add something like a WebChatGPT extension it will provide link to source - I can explain if it helps
00:56:30 Ian Clayton: But systems like Quillbot provide proper citation
00:57:02 Venkatesh Krishnamoorthy: There're tools to determine if the content was AI created - ZeroGPT etc
00:57:03 Jasper Luickx: There are tools such as Zero GPT that can detect ai generated text. Although again, that can be circumvented by students by translating the generated essay
01:01:15 John Spirko: @John Payne, we don't have any sustainability use cases but I can check with our Product Manager for our ESG app and see if they have anything in the works.
01:03:54 Marcel Shaw: My thoughts --> No-code low-code platforms could just be the beginning of a software development evolution, providing us with a foundation and framework for a next generation zero-touch development technology that would combine chatbots, artificial intelligence, and robotic process automation (RPA)
01:06:57 Jeremy Schinzel: Bottomline, I think we all need to make the Jobs to Skills transition ASAP.
01:07:18 Ian Clayton: 1. Yes
01:11:48 Audrey Ashcraft: https://www.amazon.com/ChatGPT-Beginners-Step-Step-Crafting/dp/1937961931
01:12:16 charles Bartley: I think “cheating” will be dealt with in similar manner to how Math deals with graphing calculators that can do formulas. I really learned calculus by doing thousands of graphs on my HP-28S.
01:13:14 charles Bartley: I think the implications in the arts are really interesting. What do you do when the AI can make works in “your” style (even to the point of ripping off your signature)
01:15:01 Marcel Shaw: I think SN should position the platform to govern new AI technology. AI-powered chatbot technology will spawn more entrepreneurs and innovation as well as boost the productivity of internal IT development. As a result, a new generation of modernized applications will be introduced to organizations. These applications will address specific business needs and improve productivity, however without proper governance, organizations could experience an uncontrolled increase in the number of applications deployed; a problem known as application sprawl. To mitigate risk and the negative effects of application sprawl, organizations can use features available on the NOW platform to implement and enforce governance practices.
01:15:34 Preston Haley: My advice to others at my company is we continue focusing on mapping & relating all our product & services. We orient our processes and data sets for automation and standardization. So we AI is ready to be released inside our company, we already primed the AI to provide useful answers.
01:15:52 Preston Haley: *SO when AI is ready
01:16:39 Melanie Brower: thank you!
01:16:49 Carol Moening: very informative! thank you
01:16:50 Barbara Wagner: thank you very informative!
01:16:52 nicholas pollock: thanks!
01:17:03 Andreas Schlumpf: Thanks you Jason
01:17:05 Brett Smilen: Thank you
01:17:08 Audrey Ashcraft (UArizona): Thank you
01:17:13 Michelle Supper: Thank you!

@Tina Watson