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.