How Robots and AI Can Improve Shared Services Centers

For organizations with shared service centers (SSCs), decreasing service costs and response times are among the highest priorities. In a 2017 Deloitte report, 73% of respondents reported shared services productivity increases of 5% or more year over year. However, due to the law of diminishing marginal productivity, it will become increasingly difficult for SSCs to continue achieving that goal without a fundamental shift in how they operate. That transformation can be brought about with robotic process automation (RPA) and artificial intelligence (AI). These emerging technologies can help increase productivity levels without compromising quality in SSC operations.