Masterclass: Intelligent automation, AI & service robots
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00:00 – Welcome to my Masterclass
00:15 – The service revolution has begun
03:00 – Terrible photos that we don't want to see again
04:17 – Four possibilities of Intelligent Automation (IA)
05:49 – When are the services provided by IA?
06:43 – Tangible versus intangible services
12:37 – Social/emotional versus cognitive/analytic tasks
15:33 – Task volume and heterogeneity
18:39 – End-to-end (E2E) automation of customer service processes
25:46 – Intelligent automation book
00:15 – The service revolution has begun
03:00 – Terrible photos that we don't want to see again
04:17 – Four possibilities of Intelligent Automation (IA)
05:49 – When are the services provided by IA?
06:43 – Tangible versus intangible services
12:37 – Social/emotional versus cognitive/analytic tasks
15:33 – Task volume and heterogeneity
18:39 – End-to-end (E2E) automation of customer service processes
25:46 – Intelligent automation book
#IntelligentAutomation #ArtificialIntelligence #AI #ChatBot #Robotics #Robots #Digitalization #Service #ServicesMarketing #ServiceManagement #Hospitality #Tourism #HospitalityManagement
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