“…Thus, it is possible to affirm, through the content analysis of the interviews carried out, that the results are in line with the theory proposed by the authors studied, as the implementation of smart systems has the ability to contribute to the improvement of decision making, to drastically reduce the cost structure and human error, and to make more agile the productive and bureaucratic processes, increasing the productivity of tasks (Antonova, 2014;Atkinson, 2019;Cummings & Stimpson, 2019;Simon, 2019;Stone et al, 2016). In addition, the growing use of these technologies also allows companies not to need as much human labor, providing them with the opportunity to redirect their human resources to other types of tasks (Huang & Rust, 2018;McAfee, 2019;Russell et al, 2015).…”