A new approach to automating services

Lacity, M. C. & Willcocks, L. P.

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

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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
Copyright holders	© 2016 MIT SMR
Departments	LSE > Academic Departments > Management
Date Deposited	26 Oct 2016
Acceptance Date	01 Jun 2016
URI	https://researchonline.lse.ac.uk/id/eprint/68135

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Willcocks, Leslie P.

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)
https://www.scopus.com/pages/publications/84987892388 (Scopus publication)
http://sloanreview.mit.edu/ (Official URL)

A new approach to automating services

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