A new approach to automating services

Mary C. Lacity and Leslie P. Willcocks

LSE Research Online Documents on Economics from London School of Economics and Political Science, LSE Library

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.

JEL-codes: J50 (search for similar items in EconPapers)
Pages: 9 pages
Date: 2016-09-13
References: View complete reference list from CitEc
Citations: View citations in EconPapers (13)

Published in MIT Sloan Management Review, 13, September, 2016, 58(1), pp. 41-49. ISSN: 1532-9194

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