ServiceNow AI Research

human-AI collaboration

Centering Knowledge Along the Responsible LLM Supply Chain: An Empirical Study & Multi-Stakeholder Taxonomy
Centering Knowledge Along the Responsible LLM Supply Chain: An Empirical Study & Multi-Stakeholder Taxonomy
Framing LLMs as products of complex supply chains rather than monolithic entities facilitates the creation of nuanced approaches to …
Computer-Supported Cooperative Work and Social Computing (CSCW),  2026.
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Backpropagating from Customer Success
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 …
Conference on Human Factors in Computing Systems (ACM-CHI),  2025.
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An Empirical Exploration of Trust Dynamics in LLM Supply Chains
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 …
Conference on Human Factors in Computing Systems (ACM-CHI),  2024.
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Investigating Interaction Friction in Generative AI: Improving User Experience and Decision-Making
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 …
Special Interest Group On Computer-Human Interaction,  2024.
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