Gartner and Forrester's Take on Automation Predictions for 2020 Analytics Insight

In its new report'Predictions 2020: Automation', Forrester predicts that more than a million knowledge-work jobs will be replaced by software robotics, RPA, virtual agents and chatbots and ML-based decision management. The report also forecasts that around 3,31,500 net jobs will be added to the US workforce by next year. Such jobs will be with a human touch requiring intuition, empathy and physical and mental agility. Highlighting the concept of'automation paradox', Forrester predicts that after years of falling, MTTR will increase. MTTR or Mean-Time-To-Resolution is the time taken to resolve an IT failure, for example.