Dawood is a Technical Product Manager at ServiceNow, specializing in Virtual Agent technology within the Emerging Technology group. He has a strong background in Natural Language Processing (NLP) and Artificial Intelligence (AI), and excels in creating more human-like chatbot interactions. Dawood has been crucial in many milestone achievements at the company such as the recent GenAI integration with Virtual Agent. His expertise also includes building LLM-based solutions, assessing product features, and implementing them as part of the company’s customer zero team.