In a new paper, researchers from the University of Missouri, MIT CISR and the London School of Economics analyze Swedish bank SEB’s successful implementation of IPsoft’s cognitive agent, Amelia.

Professor Mary Lacity, Professor Leslie Willcocks and Associate Researcher Andrew Craig explore the benefits gained by early adopters of cognitive technologies. “Organizations still considering the adoption of virtual agents can learn valuable insights from SEB,” the authors write. “A major lesson for future organizational adopters: If you just think of (Cognitive Virtual Agents) as a staff reduction tool, you will miss the competitive advantage and transformative potential of the technology.”

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The Cognitive-Enabled IT Service Desk