541:(BPO) industry. The thesis behind this notion is that RPA will enable enterprises to "repatriate" processes from offshore locations into local data centers, with the benefit of this new technology. The effect, if true, will be to create high-value jobs for skilled process designers in onshore locations (and within the associated supply chain of IT hardware, data center management, etc.) but to decrease the available opportunity to low-skilled workers offshore. On the other hand, this discussion appears to be healthy ground for debate as another academic study was at pains to counter the so-called "myth" that RPA will bring back many jobs from offshore.
483:
which may vary according to market offerings and the type of customer. This only adds to the cost and complexity of the technological implementation. Robotic automation software provides a pragmatic means of deploying new services in this situation, where the robots simply mimic the behaviour of humans to perform the back-end transcription or processing. The relative affordability of this approach arises from the fact that no new IT transformation or investment is required; instead the software robots simply leverage greater use out of existing IT assets.
678:
consequences for BPO providers. Firstly, for example, a sovereign government may not be willing or legally able to outsource the processing of tax affairs and security administration. On this basis, if robots are compared to a human workforce, this creates a genuinely new opportunity for a "third sourcing" option, after the choices of onshore vs. offshore. Secondly, and conversely, BPO providers have previously relocated outsourced operations to different political and geographic territories in response to changing
534:. Instead, workers have been redeployed to do more interesting work. One academic study highlighted that knowledge workers did not feel threatened by automation: they embraced it and viewed the robots as team-mates. The same study highlighted that, rather than resulting in a lower "headcount", the technology was deployed in such a way as to achieve more work and greater productivity with the same number of people.
674:
in terms of hardware, ownership of software licences, etc.), the provider can make it very difficult for the client to take a process back "in house" or elect a new BPO provider. This effect occurs as the associated cost savings made through automation would - temporarily at least - have to be reintroduced to the business whilst the technical solution is reimplemented in the new operational context.
51:
670:
automation for the back office. Whether client organisations choose to take outsourced processes back "in house" from their business process outsourcing (BPO) providers, thus representing a threat to the future of the BPO business, or whether the BPOs implement such automations on their clients' behalf may well depend on a number of factors.
606:(UCL), entrepreneur David Moss explains that digital labour in the form of RPA is likely to revolutionize the cost model of the services industry by driving the price of products and services down, while simultaneously improving the quality of outcomes and creating increased opportunity for the personalization of services.
479:. It is considered to be a significant technological evolution in the sense that new software platforms are emerging which are sufficiently mature, resilient, scalable and reliable to make this approach viable for use in large enterprises (who would otherwise be reluctant due to perceived risks to quality and reputation).
695:
While robotic process automation has many benefits including cost efficiency and consistency in performance, it also has some limitations. Current RPA solutions demand continual technical support to handle system changes, therefore it lacks the ability to autonomously adapt to new conditions. Because
673:
Conversely however, a BPO provider may seek to effect some form of client lock-in by means of automation. By removing cost from a business operation, where the BPO provider is considered to be the owner of the intellectual property and physical implementation of a robotic automation solution (perhaps
669:
Back office clerical processes outsourced by large organisations - particularly those sent offshore - tend to be simple and transactional in nature, requiring little (if any) analysis or subjective judgement. This would seem to make an ideal starting point for organizations beginning to adopt robotic
595:
deficit in economic activity to the offshore location and an economic benefit to the originating economy. On this basis, developed economies – with skills and technological infrastructure to develop and support a robotic automation capability – can be expected to achieve a net benefit from the trend.
482:
A principal barrier to the adoption of self-service is often technological: it may not always be feasible or economically viable to retrofit new interfaces onto existing systems. Moreover, organisations may wish to layer a variable and configurable set of process rules on top of the system interfaces
613:
in 2019 talk, Japanese business executive, and former CIO of
Barclays bank, Koichi Hasegawa noted that digital robots can be a positive effect on society if we start using a robot with empathy to help every person. He provides a case study of the Japanese insurance companies – Sompo Japan and Aioi –
708:
following a predefined workflow, and artificial intelligence is data-driven and focuses on processing information to make predictions. Therefore there is a distinct difference between how the two systems operate. AI aims to mimic human intelligence, whereas RPA is focused on reproducing tasks that
594:
There are geographic implications to the trend in robotic automation. In the example above where an offshored process is "repatriated" under the control of the client organization (or even displaced by a business process outsourcer) from an offshore location to a data centre, the impact will be a
491:
The hosting of RPA services also aligns with the metaphor of a software robot, with each robotic instance having its own virtual workstation, much like a human worker. The robot uses keyboard and mouse controls to take actions and execute automations. Normally all of these actions take place in a
656:
to augment workers and automate processes in ways that are significantly more impactful than traditional automation capabilities. Hyperautomation is the combination of technologies that allow faster application authorship (like low-code and no-code) with automation technologies that coordinate
617:
Meanwhile, Professor
Willcocks, author of the LSE paper cited above, speaks of increased job satisfaction and intellectual stimulation, characterising the technology as having the ability to "take the robot out of the human", a reference to the notion that robots will take over the mundane and
677:
The geographically agnostic nature of software means that new business opportunities may arise for those organisations that have a political or regulatory impediment to offshoring or outsourcing. A robotised automation can be hosted in a data centre in any jurisdiction and this has two major
501:
technology, without which the scalability of large deployments would be limited by the available capacity to manage physical hardware and by the associated costs. The implementation of RPA in business enterprises has shown dramatic cost savings when compared to traditional non-RPA solutions.
660:
Gartner's report notes that this trend was kicked off with robotic process automation (RPA). The report notes that, "RPA alone is not hyperautomation. Hyperautomation requires a combination of tools to help support replicating pieces of where the human is involved in a task."
686:
opportunities elsewhere. By contrast, a data centre solution would seem to offer a fixed and predictable cost base that, if sufficiently low in cost on a robot vs. human basis, would seem to eliminate any potential need or desire to continually relocate operational bases.
505:
There are however several risks with RPA. Criticism includes risks of stifling innovation and creating a more complex maintenance environment of existing software that now needs to consider the use of graphical user interfaces in a way they weren't intended to be used.
1371:
Syed, Rehan; Suriadi, Suriadi; Adams, Michael; Bandara, Wasana; Leemans, Sander J.J.; Ouyang, Chun; ter
Hofstede, Arthur H.M.; van de Weerd, Inge; Wynn, Moe Thandar; Reijers, Hajo A. (February 2020). "Robotic Process Automation: Contemporary themes and challenges".
451:
The typical benefits of robotic automation include reduced cost; increased speed, accuracy, and consistency; improved quality and scalability of production. Automation can also provide extra security, especially for sensitive data and financial services.
709:
are typically human-directed. Moreover, RPA could also be explained as virtual robots that take over routinized human work, it can identify data by interpreting the underlying tags. RPA, therefore, is based on machine learning, whereas AI utilizes
496:
and not on screen; the robot does not need a physical screen to operate, rather it interprets the screen display electronically. The scalability of modern solutions based on architectures such as these owes much to the advent of
1531:
Chakraborti, Tathagata; Isahagian, Vatche; Khalaf, Rania; Khazaeni, Yasaman; Muthusamy, Vinod; Rizk, Yara; Unuvar, Merve (2020). "From
Robotic Process Automation to Intelligent Process Automation: – Emerging Trends –".
586:
Academic studies project that RPA, among other technological trends, is expected to drive a new wave of productivity and efficiency gains in the global labour market. Although not directly attributable to RPA alone,
1725:
Herm, Lukas-Valentin; Janiesch, Christian; Helm, Alexander; Imgrund, Florian; Fuchs, Kevin; Hofmann, Adrian; Winkelmann, Axel (2020). "A Consolidated
Framework for Implementing Robotic Process Automation Projects".
420:(GUI), and then perform the automation by repeating those tasks directly in the GUI. This can lower the barrier to the use of automation in products that might not otherwise feature APIs for this purpose.
946:
641:, is the next generation of RPA related technologies. Technological advancements around artificial intelligence allow a process to be run on a computer without needing input from a user.
745:
used by internet retailers and service providers to service customer requests for information. Also used by companies to service employee requests for information from internal databases
1698:
Kobayashi, Toru; Arai, Kenichi; Imai, Tetsuo; Tanimoto, Shigeaki; Sato, Hiroyuki; Kanai, Atsushi (2019). "Communication Robot for
Elderly Based on Robotic Process Automation".
1319:
Andersson, Christoffer; Hallin, Anette; Ivory, Chris (January 2022). "Unpacking the digitalisation of public services: Configuring work during automation in local government".
618:
repetitive portions of people's daily workload, leaving them to be used in more interpersonal roles or to concentrate on the remaining, more meaningful, portions of their day.
1559:
Enriquez, J. G.; Jimenez-Ramirez, A.; Dominguez-Mayo, F. J.; Garcia-Garcia, J. A. (2020). "Robotic
Process Automation: A Scientific and Industrial Systematic Mapping Study".
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Chacon
Montero, Jesus; Jimenez Ramirez, Andres; Gonzalez Enriquez, Jose (2019). "Towards a Method for Automated Testing in Robotic Process Automation Projects".
952:
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Santos, Filipa; Pereira, Rúben; Vasconcelos, José Braga (20 September 2019). "Toward robotic process automation implementation: an end-to-end perspective".
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performed by a user. RPA tools differ from such systems in that they allow data to be handled in and between multiple applications, for instance, receiving
1260:
Yatskiv, Nataliya; Yatskiv, Solomiya; Vasylyk, Anatoliy (2020). "Method of
Robotic Process Automation in Software Testing Using Artificial Intelligence".
788:
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Vincent, Nishani
Edirisinghe; Igou, Amy; Burns, Mary B. (September 2020). "Preparing for the Robots: A Proposed Course in Robotic Process Automation".
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Ratia, M.; Myllärniemi, J.; Helander, N. (2018). "Robotic Process Automation - Creating Value by Digitalizing Work in the Private Healthcare?".
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Leshob, Abderrahmane; Bourgouin, Audrey; Renard, Laurent (2018). "Towards a Process Analysis Approach to Adopt Robotic Process Automation".
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305:
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Aguirre, Santiago; Rodriguez, Alejandro (2017). "Automation of a Business Process Using Robotic Process Automation (RPA): A Case Study".
243:
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Agostinelli, Simone; Marrella, Andrea; Mecella, Massimo (2020). Towards Intelligent Robotic Process Automation for BPMers (Preprint).
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Agostinelli, Simone; Marrella, Andrea; Mecella, Massimo (2019). "Research Challenges for Intelligent Robotic Process Automation".
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http://www.kpmg-institutes.com/content/dam/kpmg/sharedservicesoutsourcinginstitute/pdf/2015/robotics-improve-legacy-sourcing.pdf
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of this limitation, the system sometimes needs manual reconfiguration, which in turn has an effect on efficiency.
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Presentation layer automation software, increasingly used by business process outsourcers to displace human labor
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220:
95:
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both of whom introduced bots to speed up the process of insurance pay-outs in past massive disaster incidents.
428:
417:
416:. In contrast, RPA systems develop the action list by watching the user perform that task in the application's
335:
203:
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85:
526:
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68:
459:, which can be traced back to early forms of malware. However, RPA is much more extensible, consisting of
184:
110:
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software linked to join up business processes for straight through processing without manual intervention
652:
is the application of advanced technologies like RPA, artificial intelligence, machine learning (ML) and
705:
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different worker types (i.e. human and artificial) for intelligent and strategic workflow optimization.
530:, most operations groups adopting RPA have promised their employees that automation would not result in
379:
138:
90:
42:
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software featuring automated investigation and resolution of problems, using robots for the first line
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van der Aalst, Wil M. P.; Bichler, Martin; Heinzl, Armin (August 2018). "Robotic Process Automation".
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Gartner Predicts 2014: Business and IT Services Are Facing the End of Outsourcing as We Know It
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1447:"Robotic Process Automation: Strategic Transformation Lever for Global Business Services?"
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1763:, by Professor McAfee, Principal Research Scientist at MIT's Center for Digital Business.
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2020 10th International Conference on Advanced Computer Information Technologies (ACIT)
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increased at a rate of .18% for every 1% increase in robotization of a given industry.
626:
498:
387:
179:
105:
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1536:. Lecture Notes in Business Information Processing. Vol. 393. pp. 215–228.
1407:. Communications in Computer and Information Science. Vol. 742. pp. 65–71.
1064:
1056:
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As a form of automation, the concept has been around for a long time in the form of
1592:. Lecture Notes in Business Information Processing. Vol. 362. pp. 12–18.
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Conversely, however, some analysts proffer that RPA represents a threat to the
1665:
2019 IEEE/ACM 14th International Workshop on Automation of Software Test (AST)
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988:
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1700:
2019 IEEE 43rd Annual Computer Software and Applications Conference (COMPSAC)
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Business Process Management: Blockchain and Robotic Process Automation Forum
378:. RPA should not be confused with artificial intelligence as it is based on
50:
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1004:
621:
It was also found in a 2021 study observing the effects of robotization in
1779:
Humans and Machines: The role of people in technology-driven organisations
1655:
1080:"Evolution of Robotic Process Automation (RPA): The Path to Cognitive RPA"
832:
Robotic Automation Emerges as a Threat to Traditional Low-Cost Outsourcing
1773:
London School of Economics Releases First in a Series of RPA Case Studies
1475:
2018 IEEE 15th International Conference on e-Business Engineering (ICEBE)
394:
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1730:. Lecture Notes in Computer Science. Vol. 12168. pp. 471–488.
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containing an invoice, extracting the data, and then typing that into a
1522:
1394:
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THE FUTURE OF EMPLOYMENT: HOW SUSCEPTIBLE ARE JOBS TO COMPUTERISATION?
622:
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conjectures that up to 35% of all jobs might be automated by 2035.
404:
produces a list of actions to automate a task and interface to the
1617:
Proceedings of the 22nd International Academic Mindtrek Conference
436:
169:
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804:
382:
following a predefined workflow. It is sometimes referred to as
1785:
Robotic Automation as Threat to Traditional Low-Cost Outsourcing
754:(IVR) systems incorporating intelligent interaction with callers
610:
599:
464:
463:
integration into other enterprise applications, connectors into
1227:"Gartner Announces Top 10 Strategic Technology Trends For 2020"
1036:
Aksoy, Cevat Giray; Özcan, Berkay; Philipp, Julia (May 2021).
971:"Nine likely scenarios arising from the growing use of robots"
460:
1188:"What is hyperautomation and how will it transform business?"
1445:
Willcocks, Leslie; Lacity, Mary; Craig, Andrew (May 2017).
1169:"Hyperautomation among top 10 technology trends for 2020"
964:
962:
427:
tools. These tools also automate interactions with the
889:"What knowledge workers stand to gain from automation"
1133:"Gartner Top 10 Strategic Technology Trends for 2020"
887:Lacity, Mary C.; Willcocks, Leslie (19 June 2015),
790:
AI interns:Software already taking jobs from humans
1246:IT Robots May Mean the End of Offshore Outsourcing
941:
939:
805:"What is Robotic Process Automation (RPA)? | IBM"
1454:Journal of Information Technology Teaching Cases
863:"Five Robotic Process Automation Risks to Avoid"
423:RPA tools have strong technical similarities to
1644:Journal of Emerging Technologies in Accounting
1352:Business & Information Systems Engineering
903:
901:
27:Form of business process automation technology
336:
8:
1761:Jobs, productivity and the great decoupling
1294:"What is robotic process automation (RPA)?"
990:White Collar Robots: The Virtual Workforce
343:
329:
49:
29:
1521:
1435:
1393:
1038:"Robots and the gender pay gap in Europe"
1022:Technology is not about to steal your job
691:Limitations of robotic process automation
1405:Applied Computer Sciences in Engineering
433:repeating a set of demonstration actions
910:Robotic Process Automation at Xchanging
780:
286:
229:
164:
57:
41:
550:Banking and finance process automation
1590:Business Process Management Workshops
7:
1104:"RPAAI - Robotic Process Automation"
969:Vieira, Helena (29 September 2015).
1502:Business Process Management Journal
1078:Technologies, AIMDek (2018-08-29).
861:DeBrusk, Chris (24 October 2017).
559:eCommerce merchandising operations
410:application programming interfaces
311:IEEE Robotics and Automation Award
25:
700:The difference between RPA and AI
1321:Government Information Quarterly
1057:10.1016/j.euroecorev.2021.103693
734:remote infrastructure management
471:and even some types of AI (e.g.
425:graphical user interface testing
1270:10.1109/ACIT49673.2020.9208806
835:, HfS Research, archived from
553:Mortgage and lending processes
1:
1767:Rise of the software machines
1386:10.1016/j.compind.2019.103162
993:, TEDx Talks, 28 January 2016
566:Optical character recognition
1736:10.1007/978-3-030-58666-9_27
1542:10.1007/978-3-030-58779-6_15
1186:Lindsay James (2020-03-18).
916:, London School of Economics
539:business process outsourcing
1728:Business Process Management
1598:10.1007/978-3-030-37453-2_2
1581:10.1109/ACCESS.2020.2974934
1413:10.1007/978-3-319-66963-2_7
867:MIT Sloan Management Review
770:Business process automation
364:business process automation
1837:
1708:10.1109/COMPSAC.2019.10215
1151:"Gartner Tech Trends 2020"
1110:(in Dutch). Archived from
752:Interactive voice response
711:self-learning technologies
516:Technological unemployment
513:
356:Robotic process automation
261:Technological unemployment
18:Robotic Process Automation
1514:10.1108/BPMJ-12-2018-0380
1466:10.1057/s41266-016-0016-9
1364:10.1007/s12599-018-0542-4
1333:10.1016/j.giq.2021.101662
604:University College London
386:(not to be confused with
1483:10.1109/ICEBE.2018.00018
1045:European Economic Review
577:Fixed automation process
556:Customer care automation
418:graphical user interface
1625:10.1145/3275116.3275129
893:Harvard Business Review
527:Harvard Business Review
372:artificial intelligence
1673:10.1109/AST.2019.00012
1211:Calkins, Matt (2020).
562:Social media marketing
408:system using internal
287:Trade shows and awards
1781:, Economist Magazine.
1769:, Economist Magazine.
1656:10.2308/JETA-2020-020
1374:Computers in Industry
706:automotive technology
431:, and often do so by
380:automotive technology
59:Automation in general
1702:. pp. 251–256.
1619:. pp. 222–227.
1300:. IBM. 27 March 2024
1264:. pp. 501–504.
811:. IBM. 27 March 2024
510:Impact on employment
412:(APIs) or dedicated
230:Impact of automation
1816:Information economy
1811:Automation software
1573:2020IEEEA...839113E
1025:, www.techworld.com
975:LSE Business Review
637:Unassisted RPA, or
494:virtual environment
475:) services such as
1667:. pp. 42–47.
1477:. pp. 46–53.
1175:. 21 October 2019.
447:Historic evolution
414:scripting language
402:software developer
1806:Business software
1745:978-3-030-58665-2
1717:978-1-7281-2607-4
1690:978-1-7281-2237-3
1634:978-1-4503-6589-5
1607:978-3-030-37452-5
1551:978-3-030-58778-9
1492:978-1-5386-7992-0
1422:978-3-319-66962-5
1279:978-1-7281-6759-6
727:digital dictation
723:Voice recognition
589:Oxford University
582:Impact on society
477:image recognition
469:terminal services
384:software robotics
366:that is based on
353:
352:
271:Post-work society
256:Self-driving cars
16:(Redirected from
1828:
1821:Machine learning
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704:RPA is based on
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266:Jobless recovery
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30:
21:
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793:, New Scientist
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684:labor arbitrage
667:
650:Hyperautomation
647:
645:Hyperautomation
635:
602:talk hosted by
584:
572:Data extraction
547:
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512:
489:
457:screen scraping
449:
393:In traditional
368:software robots
362:) is a form of
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156:Vending machine
126:Semi-automation
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609:In a separate
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625:that, the
520:Automation
514:See also:
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