Making Sense of Intelligence Automation in Local Authorities (University of Aberdeen)
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The increased use of chatbots, robotic process automation, AI-based analytics, and other software as cohesive systems in organisations is shaping how business processes are managed in organisations from all sectors. These intelligent automation (IA) systems have significant impact on the nature of service and knowledge work.
The aim of this report is to contribute to the knowledge base of how IA applications influence local government practice. This report specifically looks at how IA applications are understood and as a consequence, used by staff and customers within a local authority in Scotland, providing a practical framework of managing this process.
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Making Sense of Intelligence Automation in Local Authorities