Gartner Research

Enterprise Automation

Published: 05 January 2018

ID: G00361924

Analyst(s): Consult the Board Research Team


This summary contains input from fifteen members regarding trends in automation at their companies. We define “automation” broadly, including all varieties of technology-based automation such as robotic process automation (RPA), smart process automation, help-desk chat bots, and similar technologies. We begin this summary with a look at members’ overall work that is automated, from three years ago to three years from now. From there, we break down each specific category (IT, Customer Service, HR, Finance, Procurement, and Legal), examining the impact that automation has played and will play in that domain. We close with a look at the levels of work overall and across each category that members believe will never be automated.

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