A New Approach to Automating Services

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. – by Mary C. Lacity and Leslie P. Willcocks

Topics include:

• How can companies get the most out of robotic process automation?
• The service automation landscape
• Developing a Service Automation Strategy
• Initiating Effective Automation Processes
• How humans and software robots work together at a utility company
• Building Mature Service Automation Capabilities