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A New Approach to Automating Services

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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. – 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

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