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&lt;p&gt;Voice AI sounds simple until you try to deploy it at scale &amp;mdash; across&amp;nbsp;airports, accents, languages, and thousands of employees at once.&lt;/p&gt; &lt;p&gt;In this episode of ServiceNow Insights, host Bobby Brill sits down with Midam Kim, an ML engineer and linguist at ServiceNow, to unpack what it actually takes to build voice AI as an enterprise product. From the out-of-vocabulary problem (why AI still struggles with names) to why turn-taking&amp;nbsp;in&amp;nbsp;conversation&amp;nbsp;is&amp;nbsp;a&amp;nbsp;linguistic&amp;nbsp;skill&amp;nbsp;most&amp;nbsp;people&amp;nbsp;never&amp;nbsp;think&amp;nbsp;about,&amp;nbsp;Midam&amp;nbsp;breaks&amp;nbsp;down&amp;nbsp;the&amp;nbsp;human&amp;nbsp;science&amp;nbsp;behind&amp;nbsp;the&amp;nbsp;technology.&lt;/p&gt; &lt;p&gt;&amp;nbsp;In this episode:&lt;/p&gt; &lt;p&gt;- Why voice AI is replacing typing as the default way to interact with&amp;nbsp;enterprise systems&lt;/p&gt; &lt;p&gt;&amp;nbsp;- The difference between building for employees (B2B) vs. building for their&amp;nbsp;customers&amp;nbsp;(B2B2C)&lt;/p&gt; &lt;p&gt;&amp;nbsp;- Why an airport is one of the hardest possible environments for voice&amp;nbsp;AI&amp;nbsp;&amp;mdash;&amp;nbsp;and&amp;nbsp;what&amp;nbsp;ServiceNow&amp;nbsp;does&amp;nbsp;about&amp;nbsp;it&lt;/p&gt; &lt;p&gt;&amp;nbsp;- The &quot;out-of-vocabulary&quot; problem: why AI still struggles with names,&amp;nbsp;accents,&amp;nbsp;and&amp;nbsp;rare&amp;nbsp;expressions&lt;/p&gt; &lt;p&gt;&amp;nbsp;-&amp;nbsp;Why&amp;nbsp;ServiceNow&#039;s&amp;nbsp;secret&amp;nbsp;sauce&amp;nbsp;is&amp;nbsp;hiring&amp;nbsp;linguists,&amp;nbsp;not&amp;nbsp;just&amp;nbsp;engineers&lt;/p&gt; &lt;p&gt;&amp;nbsp;- The linguistic framework behind every voice interaction: sounds,&amp;nbsp;words,&amp;nbsp;and&amp;nbsp;turn-taking&lt;/p&gt; &lt;p&gt;&amp;nbsp;- Why voice AI is like teaching a kid to speak for the first time&lt;/p&gt; &lt;p&gt;Chapters&lt;br&gt;00:00 &amp;mdash; Welcome to ServiceNow Insights&lt;br&gt;00:22 &amp;mdash; Meet Midam Kim, ML Engineer &amp;amp; Linguist&lt;br&gt;00:35 &amp;mdash; Why voice is replacing typing&lt;br&gt;01:48 &amp;mdash; What voice AI actually does for employees&lt;br&gt;03:40 &amp;mdash; B2B vs. B2B2C: who&#039;s really using this?&lt;br&gt;05:11 &amp;mdash; Desk employee vs. airport traveler: two different problems&lt;br&gt;06:42 &amp;mdash; Building for an ever-changing environment&lt;br&gt;08:53 &amp;mdash; Why airports are the hardest use case&lt;br&gt;09:54 &amp;mdash; Accents, fluency, and the diversity problem&lt;br&gt;11:20 &amp;mdash; &quot;My Name Is. My Name Is. My Name Is.&quot; &amp;mdash; the OOV problem&lt;br&gt;12:50 &amp;mdash; The coffee shop name story&lt;br&gt;13:20 &amp;mdash; How ServiceNow trains its models&lt;br&gt;14:59 &amp;mdash; The 3 linguistic layers: sounds, words, interaction&lt;br&gt;16:38 &amp;mdash; Midam&#039;s turn-taking story from Korea&lt;br&gt;18:33 &amp;mdash; Why voice agents can&#039;t be &quot;that person you avoid&quot;&lt;br&gt;20:16 &amp;mdash; &quot;We can make it great&quot;&lt;/p&gt; &lt;p&gt;&amp;nbsp;Subscribe for more ServiceNow Insights episodes on AI, voice&amp;nbsp;technology,&amp;nbsp;and&amp;nbsp;enterprise&amp;nbsp;innovation.&lt;/p&gt; &lt;p&gt;Related episode: Voice AI Agent Evaluation &amp;mdash; how ServiceNow measures&amp;nbsp;whether&amp;nbsp;voice&amp;nbsp;AI&amp;nbsp;meets&amp;nbsp;human&amp;nbsp;expectations.&amp;nbsp;https://youtu.be/x7Ks932T18o&lt;/p&gt; &lt;p&gt;For more about voice in AI from Midam Kim -&amp;nbsp;&lt;a href=&quot;https://youtu.be/3NUf6W_FMWs?is=wGc7BfyhiDp8JlOW&quot;&gt;https://youtu.be/3NUf6W_FMWs?is=wGc7BfyhiDp8JlOW&lt;/a&gt;&lt;/p&gt; &lt;p&gt;&amp;nbsp;#VoiceAI #EnterpriseAI #ServiceNow #ArtificialIntelligence #Linguistics #ConversationalAI #AIProduct #Podcast&lt;/p&gt;&lt;p&gt;See &lt;a href=&quot;https://omnystudio.com/listener&quot;&gt;omnystudio.com/listener&lt;/a&gt; for privacy information.&lt;/p&gt;

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