Work

Cognitive automation as part of Deakin University's digital strategy

Year: 2018

Type: article

Abstract: Interest is growing in using cognitive automation (CA) tools to handle customer enquiries, but there is a dearth of cases that illustrate best practice. We describe the CA journey of Deakin University, an early adopter of CA technology. Deakin, an Australian university, is using IBM Watson (an example of a question-and-answer CA application) to automate the answering of questions from students (the university's "customers"). We identify the value gained from Deakin's CA investment and provide key lessons and practices that other enterprises can use when deploying CA tools.

Source: London School of Economics and Political Science Research Online (London School of Economics and Political Science)

Authors: Rens Scheepers, Mary C. Lacity, Leslie P. Willcocks

Language: English

Topic: AI in Service Interactions

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2809773276

FWCI: 6.441

Cites:

Cited by: 28

Related to: 10