There is often a huge gap between grandiose promises like “AI will soon write all code on its own” and the reality of regulated day-to-day IT operations. Drawing on concrete experiences from project practice and the pharmaceutical sector, we draw parallels to the low-code hype and shed light on where generative tools offer real leverage—and where they fall short due to data quality and processes. We also examine first-level support: How are AI bots changing traditional ticketing when key metrics have historically been geared more toward closing sales than issuing tickets? Ultimately, this boils down to the crucial question: If routine tasks are eliminated, what will customers actually be paying us for in the future?

What Will Customers Pay Us For Tomorrow? AI: Between Expectations and Reality