There has been a big escalation in the media profile of service automation over the last three years. With the introduction of robotic process automation (RPA) and cognitive automation (CA) tools, potential adopters of these new types of service automation tools remain skeptical about the claims surrounding their promised business value. Potential adopters want to know why organizations are adopting service automation, what outcomes they are achieving, and what are the practices that lead to achieving multiple business benefits.
To answer these questions, we conducted two surveys of 143 outsourcing professionals along with interviews of 48 people, including service automation adopters, providers, and advisors. From the interviews, we identified 20 adoption journeys. The benefits include doing more work with fewer humans, improving service quality, executing services quicker, reducing service costs, extending service coverage to 24 hours without shiftwork, increasing work team flexibility, increasing compliance, and, most surprisingly, increased employee job satisfaction.