<p>We need to talk about the &quot;intern&quot; sitting on your desktop...</p><p>Come on, you know the one. </p><p>Sure, they are fast, very eager to please, and can process data at lightning speeds. </p><p>But they also have a bad habit of hallucinating facts and making things up just to make you happy.</p><p>Of course, I’m talking about AI.</p><p>It is fair to say that we are past the initial &quot;wow&quot; phase of generative AI. </p><p>Now, for us service design professionals, the real question is: How do we actually hire, train, and trust this new digital colleague?</p><p>That is the focus of this episode of our Inside Service Design series.</p><p>We sit down for a chat with two brilliant professionals: Jessica Dugan and Judith Buhmann.</p><p>They share a grounded, hype-free look at how they are integrating AI into their own existing workflows. Not as a replacement for our work, but as a &quot;Junior Associate&quot; who needs some (sometimes a lot) management.</p><p>To make this real, Jess walks us through the framework she uses for building her own custom AI agents. She explains how to define their &quot;persona,&quot; scope their tasks, and curate their knowledge base so they can actually be useful (and safe).</p><p>And Judith shares a critical perspective on why we can’t fully trust AI yet. We explore why we need to treat AI as an &quot;unreliable narrator&quot; especially when working with vulnerable groups.</p><p>So if you are feeling a bit somewhat by the pressure to &quot;use AI&quot; but aren&#39;t sure how to do it responsibly, this conversation has some key insights you don&#39;t want to miss.</p><p>Here&#39;s a question: If you had to give your current AI tools a &quot;performance&quot; review, what rating would you give them? A) Employee of the month B) Promising intern (needs supervision) C) Chaos agent (fires random info at me). </p><p>Let me know, I’m really curious where we are all at!</p><p>Be well, </p><p>~ Marc</p><p><br></p><p>--- [ 1. GUIDE ] --- </p><p>00:00 Welcome to the November Round Up</p><p>04:00 Jess&#39;s journey into service desig</p><p>09:45 Judith&#39;s challenge</p><p>12:30 Designing for the employee experience and internal systems</p><p>14:00 The &quot;Pros&quot; of in-house service design</p><p>15:30 The necessity of patience and deep knowledge for in-house success</p><p>18:30 Judith topic</p><p>19:00 Jess topic: Building (and trusting) your own AI agent</p><p>23:00 Why we cannot fully trust any AI</p><p>27:00 Scoping the AI agent&#39;s role and understanding user need</p><p>29:00 Designing the &quot;Human&quot; side: Setting personality and tone for your agent</p><p>33:45 Accessibility: Is it actually hard to build your own agent?</p><p>35:30 Human-in-the-loop: Regulation and ensuring data accuracy</p><p>40:00 Why transparency matters more than just &quot;trust&quot; </p><p>47:00 Getting organizational buy-in for AI tools</p><p>54:45 Markers of success: How service blueprints live on after the workshop</p><p>56:30 Closing thoughts and Question to Ponder</p><p><br></p><p> --- [ 2. LINKS ] --- </p><ul><li><a href="https://www.linkedin.com/in/judithbuhmann/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/judithbuhmann/</a></li><li><a href="https://www.linkedin.com/in/jess-dugan/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/jess-dugan/</a></li></ul><p><br></p><p> --- [ 3. CIRCLE ] --- </p><p>Join our private community for in-house service design professionals. </p><p><a href="https://www.servicedesignshow.com?utm_source=podcast&utm_medium=podcast&utm_campaign=episode_description&utm_id=07&utm_term=inside+service+design&utm_content=ep_07_nov" target="_blank" rel="ugc noopener noreferrer">⁠https://servicedesignshow.com/circle</a></p><p><br></p><p>--- [4. FIND THE SHOW ON] ---</p><ul><li>Youtube ~ <a href="https://go.servicedesignshow.com/inside-service-design-08-youtube" target="_blank" rel="noopener noreferer">https://go.servicedesignshow.com/inside-service-design-08-youtube</a></li><li>Spotify ~ <a href="https://go.servicedesignshow.com/inside-service-design-08-spotify" target="_blank" rel="noopener noreferer">https://go.servicedesignshow.com/inside-service-design-08-spotify</a></li><li>Apple ~ <a href="https://go.servicedesignshow.com/inside-service-design-08-apple" target="_blank" rel="noopener noreferer">https://go.servicedesignshow.com/inside-service-design-08-apple</a></li><li>Snipd ~ <a href="https://go.servicedesignshow.com/inside-service-design-08-snipd" target="_blank" rel="ugc noopener noreferrer">https://go.servicedesignshow.com/inside-service-design-08-snipd</a></li></ul>