[Skip to content]

FM World logo
Text Size: A A A
17 October 2019
View the latest issue of FM
Sign up to Facilitate Daily >
FM World daily e-newsletter logo


11 May 2017 | Herpreet Kaur Grewal

Increased productivity through task automation is the most important change to come from new technological advances – not job loss, according to the new technology firm ISG's Automation Index.


By analysing ISG-advised IT services contracts and robotic process automation (RPA) adoption trends, the ISG Automation Index used a data-driven approach to look more closely at how automation is changing IT and business services and ISG-advised robotic process automation (RPA) assessments in finance, accounting and human resources.


It found that people are working alongside software robots – be they virtual agents or engineers – to increase their ability to take more customer calls, resolve more service desk tickets and process more invoices. 


This improved productivity is seeing important downstream effects – increasing operational speed and scalability, improving compliance and avoiding future costs.


ISG’s conclusion states that the data indicates that these benefits apply to both enterprises and service providers.