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The strategic impacts of intelligent automation for knowledge and service work: An interdisciplinary review
journal contribution
posted on 2020-02-04, 09:30 authored by Crispin CoombsCrispin Coombs, Donald Hislop, Stanimira Taneva, Sarah BarnardSarah BarnardA
significant recent technological development concerns the automation of knowledge
and service work as a result of advances in Artificial Intelligence (AI) and
its sub-fields. We use the term Intelligent Automation to describe this
phenomenon. This development presents
organisations with a new strategic opportunity to increase business value. However, academic research contributions that examine these developments are spread across a wide range of scholarly disciplines resulting
in a lack of consensus regarding key findings and implications. We conduct the first interdisciplinary literature review that systematically characterises the intellectual state and development of Intelligent
Automation technologies in the knowledge and service sectors. Based on this
review, we provide three significant contributions. First, we conceptualise
Intelligent Automation and its associated technologies. Second, we provide a business value-based model of Intelligent Automation for knowledge and service work and identify
twelve research gaps that hinder a complete understanding of the business value
realisation process. Third, we provide a research agenda to address these gaps
Funding
Chartered Institute of Professional Development (CIPD)
History
School
- Business and Economics
Department
- Business
Published in
The Journal of Strategic Information SystemsVolume
29Issue
4Publisher
ElsevierVersion
- VoR (Version of Record)
Rights holder
© The AuthorsPublisher statement
This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/BY-NC-ND/4.0/).Acceptance date
2020-02-03Publication date
2020-03-09Copyright date
2020ISSN
0963-8687Publisher version
Language
- en