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This P-Talk discusses how intelligent automation (a combination of robotic process automation and artificial intelligence) in the service sector can offer unprecedented economies of scale and scope, maximizing service-sector productivity, as most costs are incurred in their development. Physical robots cost a fraction of adding to the headcount, and virtual robots can be deployed at negligible incremental cost. Virtual service robots (e.g., chatbots and virtual agents) can be scaled at close to zero incremental cost. Such dramatic scalability does not apply only to virtual service robots such as chatbots but also to visible ones such as holograms.
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