Automation of service
processes helps in
§Improve Quality
§Reduce Costs and Risks
§Reduce Variation
To get the most benefit
§Simplify processes before automating them
§Clarify activities, information needs,
interactions
§In self-service situations, reduce the
contact users have with underlying systems and processed
§Do not be in a hurry to automate tasks and
interactions that are neither simple nor routine.
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