Book review: Service automation: robots and the future ofwork by Leslie P. Willcocks and Mary C. Lacity

The topic of service automation is typically shrouded in both hype and fear. In Service Automation: Robots and the Future of Work, Leslie P. Willcocks and Mary C. Lacity present the results of a survey, client case studies and interviews with service automation clients, providers and advisers, engaging with both the benefits and possible challenges of present and future service automation technologies. While the authors could have been bolder in exploring some of the issues raised, Michael Veale recommends this book as a useful starting point for those looking to understand the growing implementation of automation in a variety of operational contexts.