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2020 Predictions About Automation And The Future Of Work From Forrester

Source | | Gil Press

Over 1 million knowledge-work jobs will be replaced in 2020 by software robotics, RPA, virtual agents and chatbots, and machine-learning-based decision management. So predicts research firm Forrester in a new report published today, “Predictions 2020: Automation.” It also estimates that 331,500 net jobs will be added to the US workforce next year, human-touch jobs that require intuition, empathy, and physical and mental agility. (A compilation of Forrester’s 2020 predictions is available here).

Forrester highlights what it calls “the automation paradox,” predicting that after years of falling, MTTR or Mean-Time-To-Resolution (the time it takes to resolve an IT failure, for example) will increase. This is the result of automating the “low-hanging fruit,” the repetitive tasks and incidents, leaving the more complex and time-consuming problems for humans to fix.

While many “commodity tasks” have been automated (Forrester estimates that most organizations have automated at least 20% of what the service desk has traditionally done and that some have automated up to 80%), there is still a lot of low-hanging fruit in the enterprise, waiting to be automated.

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