Short answer: Buy standardised capabilities, build differentiating workflows and connect both through a controlled data and integration layer. Process specificity, data and governance matter more than the model.
What you should almost always buy
Commodity capabilities such as transcription, standard support or simple meeting summaries are often cheaper, faster and better maintained as products.
Custom development creates value where company knowledge, a distinctive decision process or several systems need to work together.
Five decision criteria
Do not evaluate options on licence cost alone.
- Workflow differentiation
- Data and permission complexity
- Integration requirements
- Quality and liability risk
- Total cost over 24 months
The hybrid default
In practice, a hybrid approach usually wins: buy proven models and infrastructure while deliberately building orchestration, rules, evaluations and user experience.
This keeps the solution replaceable and valuable process knowledge inside the company.
Frequently asked questions
This article provides general information and does not constitute legal, tax or business advice. Last professional update: 28 July 2026.