The strategic impacts of Intelligent Automation for knowledge and service work: An interdisciplinary review

IF 8.7 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS Journal of Strategic Information Systems Pub Date : 2020-12-01 DOI:10.1016/j.jsis.2020.101600

Crispin Coombs , Donald Hislop , Stanimira K. Taneva , Sarah Barnard

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引用次数: 90

Abstract

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.

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智能自动化对知识和服务工作的战略影响:一个跨学科的回顾

由于人工智能(AI)及其子领域的进步，最近一项重大的技术发展涉及知识和服务工作的自动化。我们使用术语智能自动化来描述这种现象。这种发展为组织提供了增加业务价值的新战略机会。然而，研究这些发展的学术研究成果分布在广泛的学术学科中，导致对关键发现和影响缺乏共识。我们进行了第一次跨学科的文献综述，系统地描述了知识和服务部门的智能自动化技术的智力状态和发展。基于这一综述，我们提供了三个重要贡献。首先，我们将智能自动化及其相关技术概念化。其次，我们为知识和服务工作提供了一个基于业务价值的智能自动化模型，并确定了十二个阻碍全面理解业务价值实现过程的研究空白。第三，我们提供了一个研究议程来解决这些差距。

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来源期刊

Journal of Strategic Information Systems 工程技术-计算机：信息系统

CiteScore

17.40

自引率

4.30%

发文量

审稿时长

>12 weeks

期刊介绍： The Journal of Strategic Information Systems focuses on the strategic management, business and organizational issues associated with the introduction and utilization of information systems, and considers these issues in a global context. The emphasis is on the incorporation of IT into organizations'' strategic thinking, strategy alignment, organizational arrangements and management of change issues.

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