ServiceNow Exchange: CRM AI Academy- Build vs. Buy in CRM AI: Making the Right Architecture Decision

Published on by Abigail Lavadia | Updated on

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Not every CRM AI investment requires building from scratch – and not every use case is covered out of the box. The architecture decision you make determines not just your time to value, but which engineering layers you will own at high cost permanently while loosing your enterprise memory/context. In this CRM AI Academy session, you will learn a practical framework for evaluating build, buy, and extend as distinct paths, and how to match each to your CRM AI roadmap.

Join Fernando Castro, Sr PM for CRM AI, to learn:

- Why the build vs. buy decision is an architecture choice, not a model choice – and how four engineering dimensions define the real cost of each path

- How prompt, context, harness, and loop engineering differ when building on frontier LLMs versus deploying ServiceNow Otto for CSM

- What does the ServiceNow Otto for CSM harness looks like along with the default tools available to both extend and build including security and context tool demos

- A practical decision framework for when to buy, when to extend the platform, and when a custom build is genuinely justified

Don't miss out on this opportunity to connect with ServiceNow experts and get your questions answered! Register today!

Questions for the presenters?

We do our best to allow time for Q&A at the end of the webinar. However, if you have questions about the topic, please post them in the comments section below and our product experts will be happy to assist you.

About ServiceNow® Exchange:

ServiceNow Exchange is your gateway to faster, smarter business outcomes. Connect with peers and industry experts as we simplify complexity through actionable insights, proven shortcuts, and insider tips. Explore curated sessions led by top ServiceNow innovators—designed to give you exclusive knowledge and practical tools to accelerate success and deliver real results. Click here to see the full catalog of ServiceNow Exchange events