Automation of knowledge-based shared services and centers of expertise

Vipin K. Suri, Marianne D. Elia, Pavan Arora, Jos van Hillegersberg*

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

3 Citations (Scopus)


Automation of Knowledge-Based services is the natural evolution of Robotic Process Automation (RPA), fueled by new technologies, often categorized as Cognitive Automation (CA). The purposes of this research are to (1) explore the Expertise Shared Services and Centers of Expertise functions where automation of knowledge-based processes is most suitable and (2) understand the value drivers and primary tactical challenges in adopting a strategy for automating Knowledge-Based expertise services. In addition to a literature review conducted, we conducted in-depth interviews with selected executives and experts. We developed case studies to better understand how Software Bots can be deployed for automating Knowledge-Based Expertise Services in organizations when they transition to automation of knowledge-driven processes. Results of our research indicate that the majority of executives and experts are aware of the need for automating Knowledge-Based Expertise Services but most remain unclear regarding its value or how to invest in adoption of this new trend.

Original languageEnglish
Title of host publicationDigital Services and Platforms- Considerations for Sourcing
Subtitle of host publication12th Global Sourcing Workshop 2018, Revised Selected Papers
EditorsJulia Kotlarsky, Ilan Oshri, Leslie Willcocks
PublisherSpringer Verlag
Number of pages20
ISBN (Electronic)978-3-030-15850-7
ISBN (Print)978-3-030-15849-1
Publication statusPublished - 7 Mar 2019
Event12th International Global Sourcing Workshop 2018 - La Thuile, Italy
Duration: 21 Feb 201824 Feb 2018
Conference number: 12

Publication series

NameLecture Notes in Business Information Processing
ISSN (Print)1865-1348
ISSN (Electronic)1865-1356


Conference12th International Global Sourcing Workshop 2018
CityLa Thuile


  • Artificial Intelligence (AI)
  • Big data
  • Centers of Expertise (COE)
  • Cognitive Automation (CA)
  • Expertise Shared Services
  • Intelligent Automation (IA)
  • Intelligent Process Automation (IPA)
  • Knowledge process automation
  • Robotic Process Automation (RPA)
  • Software Bots
  • Unstructured data


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