What is it about?

Intelligent Automation using AI and mobile robotics is transforming knowledge and service work. But how can firms get business benefits from these advances? This open access literature review examines the state of the art research on Intelligent Automation. It develops a new business value model for firms wishing to exploit Intelligent Automation, and a new agenda for future research efforts.

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Why is it important?

Artificial Intelligence and mobile robotics are transforming knowledge and service work through Intelligent Automation (IA). There is considerable debate about whether these transformations will lead to job enrichment removing dull repetitive work, or technological unemployment removing the need for knowledge and service workers. This state of the art literature review investigates how IA impacts on human workers, the business benefits that may be realised and provides an exciting new agenda for future research.


I hope this article provides value to academics and practitioners as we try to understand how intelligent automation will change our lives. It was interesting to see that the majority of existing research points to an augmentation of work, rather than automation, which is in striking contrast to much of the hype around AI, robotics and automation.

Professor Crispin R Coombs
Loughborough University

The paper attempts to link the academic and practical worlds, by using a robust academic framework and analysis to identify ways in which research on intelligent automation, as well as potential business benefits, can be developed and enhanced

donald HISLOP
University of Aberdeen

Amongst other topics, the paper discusses a variety of ethical and moral aspects associated with the applications of Intelligent Automation in the service and knowledge sectors. For instance, who should be accountable for the (potential) negative consequences of Intelligent Automation technologies; Can a machine be more “ethical” than a human; and How can "healthy" machine-user interactions be achieved?

Dr Stanimira K. Taneva
University of Nottingham

Read the Original

This page is a summary of: The strategic impacts of Intelligent Automation for knowledge and service work: An interdisciplinary review, The Journal of Strategic Information Systems, March 2020, Elsevier,
DOI: 10.1016/j.jsis.2020.101600.
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