ServiceNow AI Research

human-AI collaboration

Backpropagating from Customer Success
How do we measure the real performance of AI in enterprise—beyond just model performance? This work introduces a research project …
An Empirical Exploration of Trust Dynamics in LLM Supply Chains
With the widespread proliferation of AI systems, trust in AI is an important and timely topic to navigate. Researchers so far have …
Investigating Interaction Friction in Generative AI: Improving User Experience and Decision-Making
Incorporating ethical principles of human-centered AI, such as fostering human autonomy and mindful decision-making, challenges the …