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