Q10: Over the next three years, the model firms will use MOST OFTEN for building and supporting bots is

ISG-Automation-Summit-Swarm-Study-10

ISG Commentary

Over the next three years, the swarm expects firms will take responsibility for building and supporting bots, rather than using external services.

  • The swarm was clear from the outset that it expects firms will most often choose to build their own bots, rather than outsource development.
  • After momentum was directed primarily towards both “build” options on the left of the model, the swarm ultimately determined that firms will opt to support their own bots as well.
  • Notably, there was an entrenched minority that saw full outsourcing as the dominant model over the next three years.


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