Andreas Welsch

And that's what customers come to you and pay you for, whether you use an LLM or an LLM by OpenAI or Anthropic or Google or what have you.

It doesn't really matter so much.

So what is the value that you create?

And to me, that opens up a whole new opportunity around what business model might you want to create in addition to what you have or to replace what you have to evolve.

And there we're seeing the first companies move into something called outcome-based models.

So companies like Intercom that do customer service or I think Zendesk was another one in that space, they are moving to outcome-based models.

So instead of saying you pay per user in your customer center, customer contact center, or you pay per ticket, you pay per successful resolution.

Super awesome, right?

All of a sudden you have a direct metric that your customer is looking at anyways.

What is our success rate?

And maybe even what is our customer satisfaction rate?

And you only pay per successful resolution.

Now, from a vendor point of view, that creates a challenge too, because what is considered a successful resolution and how do you get that agreement with your economic buyer that this was really successful?

Because

The challenge you might run into is that your buyer, that your customer says, well, this one wasn't quite right, so we're not going to pay for this one.

And by the way, there were 10 others like that or 100 others like that in the past month or in the last quarter.

So no, no, no, no, no.

We need to take them out.

All of a sudden, yes, you have delivered value and you're incentivized to improve your product and your model so you can deliver outcome-based pricing.

But again, the human element that comes into play.