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Cognitive automation as part of Deakin University's digital strategy
journal contribution
posted on 2018-06-01, 00:00 authored by Rens ScheepersRens Scheepers, M C Lacity, L P WillcocksInterest 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.