The availability of powerful but cheap processing power on demand, coupled with advances in artificial intelligence, natural language processing, and exponential growth of data has created an opportunity to deploy digital labor to substitute or augment human labor and open the door for step-change improvements in costs, quality and speed for businesses across all industry sectors. CIOs play a dual role as the technology leader to enable business automation and innovation and as the IT functional leader.
It is important for CIOs to understand the breadth and depth of this new technology landscape, with a directional sense of where it is going and a roadmap to take advantage of it. Initially, most of the impact is likely to come from improved efficiency and lower costs as manual processes are replaced by bots. But as cognitive automation and artificial intelligence evolve, the impacts are likely to be transformative and shift to growth driven by innovative new capabilities currently not possible.
In this KPMG point of view we seek to define digital labor, describe its various forms and potential use cases, and provide pragmatic recommendations for CIOs who want to get started deploying digital labor within their companies.
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