AI Summit NY2022: Building Diverse Teams and a Collaborative Culture to Advance AI at ServiceNow

Introduction

At the AI Summit NY2022, an insightful fireside chat focused on building diverse teams and fostering a collaborative culture for advancing artificial intelligence (AI) featured prominent speakers Dory Zilbershot and Valerie Bakar from ServiceNow. Dory serves as the head of AI product management, while Valerie is the senior director of research at ServiceNow Research. The discussion revolved around several key topics, including supporting data science engineering and product teams, promoting gender diversity, and bridging the gap between scientific research and product innovation.

Focus Areas

Dory led the conversation by explaining the structure and focus of her AI product management team. The team is dedicated to addressing challenges within ServiceNow through three primary areas:

Human-Machine Interactions: Enhancing engagement in dialogues through various platforms including chatbots and email.
Search and Recommendations: Implementing effective data discovery methods.
Hyper-Automation: Facilitating the automation of mundane tasks to improve user efficiency.

Dory emphasized her commitment to increasing gender diversity within her team, boasting that 40% of her members are women, much higher than the industry average of 25%. She outlined three strategies to promote diversity:

Actively reaching out to potential female candidates, rather than solely relying on job postings.
Ensuring that a woman is always present on interview panels to provide relatable experiences for female candidates.
Encouraging women in the workplace to apply for roles despite hesitations related to qualifications.

Women in AI

Valerie discussed her team, which consists of researchers primarily focused on fundamental and applied research in large language models and foundational AI models. She noted that for those interested in entering the AI research field, having a strong educational background and being comfortable with math is crucial. Despite the barriers to entry, she encouraged aspiring researchers not to be discouraged.

The collaboration between Dory's product team and Valerie's research team is vital. Together, they strive to influence each other's work, ensuring that notable AI advancements are integrated into products that meet customer needs. They work towards establishing a mutual understanding of timelines, goals, and outputs, which involves a considerable amount of communication and collaboration.

Addressing Customer Needs

Both speakers acknowledged the challenges faced when aligning research with customer expectations. Customers frequently request innovative AI solutions, but the practical timeline for development can lead to tension. Dory mentioned the importance of educating customers on the capabilities and limitations of AI, while also providing them with a glimpse into future possibilities.

The Future of Women in AI at ServiceNow

As ServiceNow forges ahead in the AI landscape, the participation of women in AI is essential for future innovations. Both Dory and Valerie stressed the need for diversity in contributions to AI development, encouraging women from all backgrounds to proactively engage. At ServiceNow, transitioning between roles—such as moving from research to product management— is encouraged, promoting a culture that values diverse experiences and perspectives.

The conversation at the summit highlighted that building diverse teams and nurturing a collaborative environment are integral to advancing AI effectively.

Keyword

AI Product Management
Gender Diversity
Human-Machine Interactions
Search and Recommendations
Hyper-Automation
Research Collaboration
Customer Engagement
Women in AI
Transitioning Roles

FAQ

Q1: What are the focus areas of the AI product management team at ServiceNow?
A1: The team focuses primarily on human-machine interactions, search and recommendations, and hyper-automation.

Q2: How many women are on Dory Zilbershot's team?
A2: Her team consists of 40% women, which is higher than the industry average of 25%.

Q3: What advice did Valerie Bakar give to women looking to enter research in AI?
A3: Valerie emphasized the importance of having a strong educational background, particularly in math, and encouraged women not to be discouraged by barriers to entry.

Q4: What is the significance of collaboration between product and research teams at ServiceNow?
A4: Collaboration allows both teams to influence each other’s work, ensuring that research advancements are effectively incorporated into product offerings, while also addressing customer needs.

Q5: What can women expect for their future within the AI field at ServiceNow?
A5: Women are encouraged to be proactive participants in AI advancement, with opportunities for transitioning roles within the company, fostering a culture that embraces diverse experiences.