I think you mentioned there was a caveat you wanted to discuss.

Yes, just one more point on the buy versus build aspect. The use of ServiceNow as a low-code platform allows for comparison between how many customers are building their own apps using ServiceNow as a platform versus using ServiceNow's pre-built apps like ITSM or CSM. Initially, many people were building their own apps, but there's a shift away from that because custom apps don't comply with the common services data model that ServiceNow is promoting. This non-compliance makes it difficult for other apps to interact with custom apps. Consequently, people now prefer using the off-the-shelf app functionality rather than building their own, even within the ServiceNow platform. I foresee their creator workflows being used less in the future.

What do you mean by the AI benefit is for the outsourced provider?

If you've outsourced your IT service desk to India with 200 agents in Bangalore, and I introduce AI agents or large language models in ServiceNow, achieving 15% efficiency and reducing to 170 agents, the benefit is for the outsourcer. This might not directly benefit the client unless they renegotiate the contract, as it would be a fixed-price contract signed for five years with the outsourcer.

What do you mean by the AI benefit is for the outsourced provider?

With the upcoming renewals for outsourced contractors over the next few years, I believe we'll see more AI benefits integrated. Outsourcers will likely reduce their revenue to incorporate more AI, making them more cost-effective. Clients will start to see these benefits, although they might not be able to directly calculate the per-employee advantage from investing in AI.