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Master Class: Intelligent Automation, AI & Service Robots
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00:00 - Welcome to my Masterclass
00:15 - The service revolution has started
03:00 - Awful pictures we don't want to see anymore
04:17 - Four capabilities of Intelligent Automation (IA)
05:49 - When will services be delivered by IA?
06:43 - Tangible vs intangible services
12:37 - Social/emotional vs cognitive/analytical tasks
15:33 - Task volume & heterogeneity
18:39 - End-to-end (E2E) automation of customer service processes
25:46 - Intelligent Automation book
#IntelligentAutomation #ArtificialIntelligence #AI #ChatBot #Robotics #Robots #Digitization #Service #ServicesMarketing #ServiceManagement #Hospitality #Tourism #HospitalityManagement
00:15 - The service revolution has started
03:00 - Awful pictures we don't want to see anymore
04:17 - Four capabilities of Intelligent Automation (IA)
05:49 - When will services be delivered by IA?
06:43 - Tangible vs intangible services
12:37 - Social/emotional vs cognitive/analytical tasks
15:33 - Task volume & heterogeneity
18:39 - End-to-end (E2E) automation of customer service processes
25:46 - Intelligent Automation book
#IntelligentAutomation #ArtificialIntelligence #AI #ChatBot #Robotics #Robots #Digitization #Service #ServicesMarketing #ServiceManagement #Hospitality #Tourism #HospitalityManagement
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