1-s2.0-S0963868720300081-main.pdf (725.51 kB)
0/0

The strategic impacts of intelligent automation for knowledge and service work: An interdisciplinary review

Download (725.51 kB)
journal contribution
posted on 04.02.2020 by Crispin Coombs, Donald Hislop, Stanimira Taneva, Sarah Barnard
A 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 Systems

Publisher

Elsevier

Version

VoR (Version of Record)

Rights holder

© The Authors

Publisher 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

03/02/2020

Publication date

2020-03-09

Copyright date

2020

ISSN

0963-8687

Language

en

Depositor

Dr Crispin Coombs Deposit date: 4 February 2020

Article number

101600

Exports