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A new approach to automating services: companies are achieving productivity gains by using software robots to perform routine, rules-based service processes : if implemented well, such automation can result in high-performing human-robot teams, in which software robots and human employees complement one another
| Autores principales: | , |
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| Lenguaje: | eng |
| Publicado: |
MIT Sloan Management Review
2016
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| Acceso en línea: | http://cds.cern.ch/record/2241125 |