A new approach to automating services

Lacity, Mary C. and Willcocks, Leslie P. ORCID: 0000-0003-2572-9554 (2016) A new approach to automating services. MIT Sloan Management Review, 58 (1). pp. 41-49. ISSN 1532-9194

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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.

Item Type:	Article
Official URL:	http://sloanreview.mit.edu/
Additional Information:	© 2016 MIT SMR
Divisions:	Management
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Date Deposited:	26 Oct 2016 08:17
Last Modified:	20 Oct 2025 03:48
URI:	http://eprints.lse.ac.uk/id/eprint/68135

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