Interest is growing in using cognitive automation (CA) tools to handle customer enquiries, but there is a dearth of cases that illustrate best practice. We describe the CA journey of Deakin University, an early adopter of CA technology. Deakin, an Australian university, is using IBM Watson (an example of a question-and-answer CA application) to automate the answering of questions from students (the university's "customers"). We identify the value gained from Deakin's CA investment and provide key lessons and practices that other enterprises can use when deploying CA tools.Click here for free presentation slides (pdf)
Lacity, Mary C.; Scheepers, Rens; and Willcocks, Leslie P.
"Cognitive Automation as Part of Deakin University's Digital Strategy,"
MIS Quarterly Executive: Vol. 17:
2, Article 4.
Available at: https://aisel.aisnet.org/misqe/vol17/iss2/4