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.
History
Journal
MIS Quarterly Executive
Volume
17
Pagination
89-107
Location
Minneapolis, Minn.
ISSN
1540-1960
eISSN
1540-1979
Language
eng
Publication classification
C1 Refereed article in a scholarly journal, C Journal article