I have heard a few analysts mentioning that software stocks are under the threat of AI. Apparently now anyone can build enterprise software in their pajamas using AI. To the extent that this ridiculous reasoning is driving the stocks down, I think it presents a good buying opportunity. But one has to wait until the bleeding slows down a bit.
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it might be more that business process can become a plain text word document, that modifying the program requires only describing the change in plain language, that the user interface to show information becomes unnecessary when you can just ask any question, that data can be loose and unstructured, even stored as images, and interpreted on the fly.
the general purpose chatbot plus a "how to" does replace needing to build esoteric specialized workflows.
Now can you explain how do you replace Service Now (service management tool cursed with the ticketing system) with a flat text file.
If it's a compelling proposal, I might share it in my company. I'll make sure to credit you in the document.
Of course in line with your radical complexity savings, I expect the comprehensive proposal to be at most one paragraph long :)
To replace a legacy ticketing monolith like ServiceNow with a text-based LLM pipeline, you should transition to a "GitOps for Service Management" model: replace form-based entries with a central, version-controlled Markdown or JSONL repository where every ticket is a discrete text file containing structured metadata (tags, timestamps, status) and unstructured conversation logs. These files are monitored by a CI/CD pipeline that triggers a RAG (Retrieval-Augmented Generation) indexing process, allowing a fine-tuned LLM to serve as the primary interface for querying historical solutions, generating automated responses, or updating ticket states via natural language commits. By treating the service desk as a living document store rather than a relational database, you eliminate UI friction and enable the LLM to act as the "logic layer" that categorizes, routes, and resolves issues directly from the raw text stream.