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Pierotlunaire's avatar

FWIW i did an investor call with Netcall. Which does CX and intelligent automation software for public sector outfits, banks and insurers where we had an extensive discussion on AI.

No customers are looking to insource any of this stuff and vibe code anything. Having mostly elected to outsource these things to a SaaS player, there seems no appetite to insource again - for which as separate specialist AI dev team wd be needed. One of the operational issues wd be the frequency of change in AI models which wd probably expose the insourcer to significant risks in practice. By using Netcall’s Liberty platform which embeds AI functionality, the customer is outsourcing to a trusted provider wd can deliver the entire package with version control, tracking history and so forth. There’s also a lot of customer feedback that AI is far from perfect, in that an expert human agent is better than the AI, although AI is generally better than average or below par humans, although this may change over time.

In terms of altering the economics of the software provider, this might impact a revs model using per seat pricing (not applicable to Netcall who seem to have some “all you can eat” pricing, but only 30% per seat), in that fewer agents at the customer end to do the same amount of stuff. In fact, the approach to date, seems to be to keep the same number of agents but allow them to do more and perhaps more complicated stuff, so perhaps per seat pricing won’t be affected.

THe CEO says that some 20% of the raw code creation is subject to attrition by vibe coding, but not security, testing and other parts of the value chain (yet). His current view is that they wd probably retain good talent to do more stuff and grow faster. He speculated that the current 30% drop through rate might increase to 40% over time.

So the net effect of AI will probably be positive to EBITDA.

I think that the complicated vertical software stuff in which HgT plays is probably safe from disintermediation, and indeed Netcall is a case where the sp has been heavily and unreasonably bashed by the general AI scare. Nice to have had this convo, since I have accumulated a large HgT holding at a 30% discount.

Peter's avatar

I broadly agree with your thesis in the long run, as someone who works in tech and uses AI daily. There are many components to a successful software company and vibe coding impacts only a few of them. However, once the narrative takes hold it may be a while before it turns. Would think it better to average in over time rather than take a position now.

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