Is South Africa ready for large-scale process automation?

  • “2019 is the year in which automation technologies take centre stage, Forrester Research predicts.
  • In addition, Forrester predicts that intelligent automation (IA) will replace one-fifth of service desk interaction, with automation eliminating 20% of all such interactions by end-2019.
  • However, the automation economy is also expected to create new jobs such as that of bot masters, operational employees who handle exceptions and escalations, and who manage the performance of the bots.”

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