A new approach to automating services

Lacity, Mary C.; and Willcocks, Leslie P.

(2016) A new approach to automating services MIT Sloan Management Review, 58 (1). pp. 41-49. ISSN 1532-9194

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Companies are achieving productivity gains by using software robots to perform routine, rules-based service processes. If implemented well, such automation can result in high-performing human-robot teams, in which software robots and human employees complement one another.

Item Type	Article
Departments	Management
Date Deposited	26 Oct 2016 08:17
URI	https://researchonline.lse.ac.uk/id/eprint/68135

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HD28 Management. Industrial Management

http://www.lse.ac.uk/management/people/academic-staff/lwillcocks.aspx (Author)
http://sloanreview.mit.edu/article/a-new-approach-to-automating-services/ (Related Item)
http://sloanreview.mit.edu/ (Official URL)

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