Cognitive automation as part of Deakin University's digital strategy

Scheepers, Rens, Lacity, Mary C. and Willcocks, Leslie P. 2018, Cognitive automation as part of Deakin University's digital strategy, MIS Quarterly Executive, vol. 17, no. 2, pp. 89-107.

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Title Cognitive automation as part of Deakin University's digital strategy
Author(s) Scheepers, RensORCID iD for Scheepers, Rens orcid.org/0000-0003-2791-6513
Lacity, Mary C.
Willcocks, Leslie P.
Journal name MIS Quarterly Executive
Volume number 17
Issue number 2
Start page 89
End page 107
Total pages 19
Publisher University of Minnesota
Place of publication Minneapolis, Minn.
Publication date 2018-06
ISSN 1540-1960
1540-1979
Summary 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.
Language eng
Field of Research 0806 Information Systems
1503 Business And Management
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2018, University of Minnesota
Persistent URL http://hdl.handle.net/10536/DRO/DU:30109725

Document type: Journal Article
Collection: Department of Information Systems and Business Analytics
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