A significant recent technological development concerns the automation of knowledge and service work as a result of advances in Artificial Intelligence (AI) and its sub-fields. We use the term Intelligent Automation to describe this phenomenon. This development presents organisations with a new strategic opportunity to increase business value. However, academic research contributions that examine these developments are spread across a wide range of scholarly disciplines resulting in a lack of consensus regarding key findings and implications. We conduct the first interdisciplinary literature review that systematically characterises the intellectual state and development of Intelligent Automation technologies in the knowledge and service sectors. Based on this review, we provide three significant contributions. First, we conceptualise Intelligent Automation and its associated technologies. Second, we provide a business value-based model of Intelligent Automation for knowledge and service work and identify twelve research gaps that hinder a complete understanding of the business value realisation process. Third, we provide a research agenda to address these gaps.

由于人工智能（AI）及其子领域的进步，最近的一项重要技术发展涉及知识和服务工作的自动化。我们使用术语智能自动化来描述这种现象。这一发展为组织提供了增加业务价值的新战略机会。但是，研究这些进展的学术研究成果分布在广泛的学术学科中，导致在关键发现和意义上缺乏共识。我们进行了首次跨学科文献综述，系统地描述了知识和服务领域智能自动化技术的知识状况和发展。基于此审查，我们提供了三个重要的贡献。第一，我们将智能自动化及其相关技术概念化。其次，我们为知识和服务工作提供了基于业务价值的智能自动化模型，并确定了十二个研究空白，这些空白阻碍了对业务价值实现过程的完整理解。第三，我们提供了解决这些差距的研究议程。