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Oct 2018 - IDC Perspective - Doc # CA43241718

Outsourcing in an As-a-Service World: Impact of AI and RPA in Outsourcing

By: John ZhangResearch Analyst, Jason BremnerResearch Vice President, Industry and Business Solutions

Abstract

This IDC Perspective is first of a four-part series and examines the changes in the outsourcing model that will change as a result of cloud computing and cloud services. IDC worked with the Centre for Outsourcing Research and Education to assess this hypothesis, in terms of evaluating the current status of AI and RPA adoption, the barriers and inhibitors to adoption, and the impact of cloud on AI adoption.

"AI and RPA are seeing strong interest among Canadian organizations today as they look to streamline operations and improve customer service. However, RPA is seeing more projects by enterprises because they get the benefits of automation without significant change to workflows," according to Jason Bremner, research vice president, Industry and Business Solutions.


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