Robotic process automation (RPA) is a form of
business process automation
Business process automation (BPA), also known as business automation or digital transformation, is the technology-enabled automation of complex business processes. It can streamline a business for simplicity, achieve digital transformation, increa ...
technology based on metaphorical
software
Software is a set of computer programs and associated documentation and data. This is in contrast to hardware, from which the system is built and which actually performs the work.
At the lowest programming level, executable code consists ...
robots (bots) or on
artificial intelligence
Artificial intelligence (AI) is intelligence—perceiving, synthesizing, and inferring information—demonstrated by machines, as opposed to intelligence displayed by animals and humans. Example tasks in which this is done include speech re ...
(AI)/digital workers.
It is sometimes referred to as ''software robotics'' (not to be confused with
robot software Robot software is the set of coded commands or instructions that tell a mechanical device and electronic system, known together as a robot, what tasks to perform. Robot software is used to perform autonomous tasks. Many software systems and framewo ...
).
In traditional
workflow
A workflow consists of an orchestrated and repeatable pattern of activity, enabled by the systematic organization of resources into processes that transform materials, provide services, or process information. It can be depicted as a sequence of ...
automation
Automation describes a wide range of technologies that reduce human intervention in processes, namely by predetermining decision criteria, subprocess relationships, and related actions, as well as embodying those predeterminations in machines ...
tools, a
software developer
Software development is the process of conceiving, specifying, designing, Computer programming, programming, software documentation, documenting, software testing, testing, and Software bugs, bug fixing involved in creating and maintaining applic ...
produces a list of actions to automate a task and interface to the
back end system using internal
application programming interfaces
An application programming interface (API) is a way for two or more computer programs to communicate with each other. It is a type of software interface, offering a service to other pieces of software. A document or standard that describes how t ...
(APIs) or dedicated
scripting language
A scripting language or script language is a programming language that is used to manipulate, customize, and automate the facilities of an existing system. Scripting languages are usually interpreted at runtime rather than compiled.
A scripting ...
. In contrast, RPA systems develop the action list by watching the user perform that task in the application's
graphical user interface
The GUI ( "UI" by itself is still usually pronounced . or ), graphical user interface, is a form of user interface that allows users to interact with electronic devices through graphical icons and audio indicator such as primary notation, inste ...
(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.
RPA tools have strong technical similarities to
graphical user interface testing
In software engineering, graphical user interface testing is the process of testing a product's graphical user interface (GUI) to ensure it meets its specifications. This is normally done through the use of a variety of test cases.
Test case gen ...
tools. These tools also automate interactions with the GUI, and often do so by
repeating a set of demonstration actions 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
email
Electronic mail (email or e-mail) is a method of exchanging messages ("mail") between people using electronic devices. Email was thus conceived as the electronic ( digital) version of, or counterpart to, mail, at a time when "mail" meant ...
containing an invoice, extracting the data, and then typing that into a
bookkeeping
Bookkeeping is the recording of financial transactions, and is part of the process of accounting in business and other organizations. It involves preparing source documents for all transactions, operations, and other events of a business. Tr ...
system.
Historic evolution
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.
As a form of automation, the concept has been around for a long time in the form of
screen scraping
Data scraping is a technique where a computer program extracts data from human-readable output coming from another program.
Description
Normally, data transfer between programs is accomplished using data structures suited for automated processin ...
, which can be traced back to early forms of malware. However, RPA is much more extensible, consisting of
API
An application programming interface (API) is a way for two or more computer programs to communicate with each other. It is a type of software Interface (computing), interface, offering a service to other pieces of software. A document or standa ...
integration into other enterprise applications, connectors into
ITSM
Information technology service management (ITSM) is the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers.
Differing from more technology-or ...
systems,
terminal services
Remote Desktop Services (RDS), known as Terminal Services in Windows Server 2008 and earlier, is one of the components of Microsoft Windows that allow a user to initiate and control an interactive session on a remote computer or virtual machine ...
and even some types of
AI (e.g.
Machine Learning
Machine learning (ML) is a field of inquiry devoted to understanding and building methods that 'learn', that is, methods that leverage data to improve performance on some set of tasks. It is seen as a part of artificial intelligence.
Machine ...
) services such as
image recognition
Computer vision is an interdisciplinary scientific field that deals with how computers can gain high-level understanding from digital images or videos. From the perspective of engineering, it seeks to understand and automate tasks that the hum ...
. 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).
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 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.
Use
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
virtual environment
A virtual environment is a networked application that allows a user to interact with both the computing environment and the work of other users. Email
Electronic mail (email or e-mail) is a method of exchanging messages ("mail") betwee ...
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
virtualization
In computing, virtualization or virtualisation (sometimes abbreviated v12n, a numeronym) is the act of creating a virtual (rather than actual) version of something at the same abstraction level, including virtual computer hardware platforms, stor ...
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.
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.
Impact on employment
According to ''
Harvard Business Review
''Harvard Business Review'' (''HBR'') is a general management magazine published by Harvard Business Publishing, a wholly owned subsidiary of Harvard University. ''HBR'' is published six times a year and is headquartered in Brighton, Massach ...
'', most operations groups adopting RPA have promised their employees that automation would not result in
layoff
A layoff or downsizing is the temporary suspension or permanent termination of employment of an employee or, more commonly, a group of employees (collective layoff) for business reasons, such as personnel management or downsizing (reducing the ...
s.
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.
Conversely, however, some analysts proffer that RPA represents a threat to the
business process outsourcing
Outsourcing is an agreement in which one company hires another company to be responsible for a planned or existing activity which otherwise is or could be carried out internally, i.e. in-house, and sometimes involves transferring employees and ...
(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.
RPA actual use
* Banking and finance process automation
* Mortgage and lending processes
* Customer care automation
* eCommerce merchandising operations
* Social media marketing
*
Optical character recognition
Optical character recognition or optical character reader (OCR) is the electronic or mechanical conversion of images of typed, handwritten or printed text into machine-encoded text, whether from a scanned document, a photo of a document, a scen ...
applications
*
Data extraction
Data extraction is the act or process of retrieving data out of (usually unstructured or poorly structured) data sources for further data processing or data storage (data migration). The import into the intermediate extracting system is thus usual ...
process
* Fixed automation process
Impact on society
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,
Oxford University
Oxford () is a city in England. It is the county town and only city of Oxfordshire. In 2020, its population was estimated at 151,584. It is north-west of London, south-east of Birmingham and north-east of Bristol. The city is home to the ...
conjectures that up to 35% of all jobs might be automated by 2035.
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 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.
In a
TEDx
TED Conferences, LLC (Technology, Entertainment, Design) is an American-Canadian non-profit media organization that posts international talks online for free distribution under the slogan "ideas worth spreading". TED was founded by Richard Sau ...
talk
hosted by
University College London
, mottoeng = Let all come who by merit deserve the most reward
, established =
, type = Public research university
, endowment = £143 million (2020)
, budget = ...
(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.
In a separate
TEDx
TED Conferences, LLC (Technology, Entertainment, Design) is an American-Canadian non-profit media organization that posts international talks online for free distribution under the slogan "ideas worth spreading". TED was founded by Richard Sau ...
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 – both of whom introduced bots to speed up the process of insurance pay-outs in past massive disaster incidents.
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 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.
It was also found in a 2021 study observing the effects of robotization in
Europe
Europe is a large peninsula conventionally considered a continent in its own right because of its great physical size and the weight of its history and traditions. Europe is also considered a Continent#Subcontinents, subcontinent of Eurasia ...
that, the
gender pay gap
The gender pay gap or gender wage gap is the average difference between the remuneration for men and women who are working. Women are generally found to be paid less than men. There are two distinct numbers regarding the pay gap: non-adjusted ...
increased at a rate of .18% for every 1% increase in robotization of a given industry.
Unassisted RPA
Unassisted RPA, or RPAAI, is the next generation of RPA related technologies. Technological advancements around
artificial intelligence
Artificial intelligence (AI) is intelligence—perceiving, synthesizing, and inferring information—demonstrated by machines, as opposed to intelligence displayed by animals and humans. Example tasks in which this is done include speech re ...
allow a process to be run on a computer without needing input from a user.
Hyperautomation
Hyperautomation is the application of advanced technologies like RPA,
artificial intelligence
Artificial intelligence (AI) is intelligence—perceiving, synthesizing, and inferring information—demonstrated by machines, as opposed to intelligence displayed by animals and humans. Example tasks in which this is done include speech re ...
,
machine learning
Machine learning (ML) is a field of inquiry devoted to understanding and building methods that 'learn', that is, methods that leverage data to improve performance on some set of tasks. It is seen as a part of artificial intelligence.
Machine ...
(ML) and
process mining
Process mining is a family of techniques relating the fields of data science and process management to support the analysis of operational processes based on event logs. The goal of process mining is to turn event data into insights and actions. ...
to augment workers and automate processes in ways that are significantly more impactful than traditional automation capabilities. Hyperautomation is the combination of automation tools to deliver work.
Gartner’s report notes that this trend was kicked off with robotic process automation (RPA). The report notes that, “RPA alone is not hyper-automation. Hyperautomation requires a combination of tools and technologies like
Robotic Data Automation
Robotics is an interdisciplinary branch of computer science and engineering. Robotics involves design, construction, operation, and use of robots. The goal of robotics is to design machines that can help and assist humans. Robotics integrate ...
to help support replicating pieces of where the human is involved in a task."
Outsourcing
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 automation for the back office. Whether client organisations choose to take outsourced processes back "in house" from their
Business Process Outsourcing
Outsourcing is an agreement in which one company hires another company to be responsible for a planned or existing activity which otherwise is or could be carried out internally, i.e. in-house, and sometimes involves transferring employees and ...
(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.
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 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.
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 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
wage inflation
Real wages are wages adjusted for inflation, or, equivalently, wages in terms of the amount of goods and services that can be bought. This term is used in contrast to nominal wages or unadjusted wages.
Because it has been adjusted to account f ...
and new
labor arbitrage
Global labor arbitrage is an economic phenomenon where, as a result of the removal of or disintegration of barriers to international trade, jobs move to nations where labor and the cost of doing business (such as environmental regulations) is inex ...
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.
Examples
*
Voice recognition and
digital dictation
A dictation machine is a sound recording device most commonly used to record speech for playback or to be typed into print. It includes digital voice recorders and tape recorder.
The name "Dictaphone" is a trademark of the company of the same n ...
software linked to join up business processes for straight through processing without manual intervention
* Specialised
Remote Infrastructure Management software featuring automated investigation and resolution of problems, using robots for the first line
IT support
Technical support (abbreviated as tech support) is a call centre type customer service provided by companies to advise and assist registered users with issues concerning their technical products. Traditionally done on the phone, technical suppor ...
*
Chatbots
A chatbot or chatterbot is a software application used to conduct an on-line chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent. Designed to convincingly simulate the way a human would beha ...
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
* Presentation layer automation software, increasingly used by
Business Process Outsourcers to displace human labor
*
IVR
Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telecommunications, IVR allows customers to interac ...
systems incorporating intelligent interaction with callers
See also
*
Automation
Automation describes a wide range of technologies that reduce human intervention in processes, namely by predetermining decision criteria, subprocess relationships, and related actions, as well as embodying those predeterminations in machines ...
*
Business process automation
Business process automation (BPA), also known as business automation or digital transformation, is the technology-enabled automation of complex business processes. It can streamline a business for simplicity, achieve digital transformation, increa ...
References
Further reading
* van der Aalst, W.M.P., Bichler, M. & Heinzl, A. Robotic Process Automation. Bus Inf Syst Eng 60, 269–272 (2018).
* Hofmann, P., Samp, C. & Urbach, N. Robotic process automation.
Electron Markets 30, 99–106 (2020).
*
* Aguirre S., Rodriguez A. (2017) Automation of a Business Process Using Robotic Process Automation (RPA): A Case Study. In: Figueroa-García J., López-Santana E., Villa-Ramírez J., Ferro-Escobar R. (eds) Applied Computer Sciences in Engineering. WEA 2017. Communications in Computer and Information Science, vol 742.
Springer, Cham
Springer Nature or the Springer Nature Group is a German-British academic publishing company created by the May 2015 merger of Springer Science+Business Media and Holtzbrinck Publishing Group's Nature Publishing Group, Palgrave Macmillan, and Macm ...
.
*
* Willcocks, Leslie, Mary Lacity, and Andrew Craig. “Robotic Process Automation: Strategic Transformation Lever for Global Business Services?” Journal of Information Technology Teaching Cases 7, no. 1 (May 2017): 17–28. .
* A. Leshob, A. Bourgouin and L. Renard, "Towards a Process Analysis Approach to Adopt Robotic Process Automation," 2018
IEEE
The Institute of Electrical and Electronics Engineers (IEEE) is a 501(c)(3) professional association for electronic engineering and electrical engineering (and associated disciplines) with its corporate office in New York City and its operation ...
15th International Conference on e-Business Engineering (ICEBE), 2018, pp. 46–53, .
* Santos, F., Pereira, R. and Vasconcelos, J.B. (2020), "Toward robotic process automation implementation: an end-to-end perspective",
Business Process Management Journal
The ''Business Process Management Journal'' is a peer-reviewed academic journal that covers the field of quality management. The editor-in-chief is Majed Al-Mashari (King Saud University). The journal was established in 1995 as the ''Business Pro ...
, Vol. 26 No. 2, pp. 405–420.
* Chakraborti T. et al. (2020) From Robotic Process Automation to Intelligent Process Automation. In: Asatiani A. et al. (eds) Business Process Management: Blockchain and Robotic Process Automation Forum. BPM 2020. Lecture Notes in Business Information Processing, vol 393. Springer, Cham.
* J. G. Enríquez, A. Jiménez-Ramírez, F. J. Domínguez-Mayo and J. A. García-García, "Robotic Process Automation: A Scientific and Industrial Systematic Mapping Study," in IEEE Access, vol. 8, pp. 39113–39129, 2020, .
* Agostinelli S., Marrella A., Mecella M. (2019) Research Challenges for Intelligent Robotic Process Automation. In: Di Francescomarino C., Dijkman R., Zdun U. (eds) Business Process Management Workshops. BPM 2019. Lecture Notes in Business Information Processing, vol 362. Springer, Cham.
* M. Ratia, J. Myllärniemi, and N. Helander. 2018. Robotic Process Automation - Creating Value by Digitalizing Work in the Private Healthcare? In Proceedings of the 22nd International Academic Mindtrek Conference (Mindtrek '18).
Association for Computing Machinery
The Association for Computing Machinery (ACM) is a US-based international learned society for computing. It was founded in 1947 and is the world's largest scientific and educational computing society. The ACM is a non-profit professional member ...
, New York, NY, USA, 222–227.
* Nishani Edirisinghe Vincent, Amy Igou, Mary B. Burns; Preparing for the Robots: A Proposed Course in Robotic Process Automation. Journal of Emerging Technologies in Accounting 1 September 2020; 17 (2): 75–91.
* J. Chacón Montero, A. Jimenez Ramirez and J. Gonzalez Enríquez, "Towards a Method for Automated Testing in Robotic Process Automation Projects," 2019 IEEE/ACM 14th International Workshop on Automation of Software Test (AST), 2019, pp. 42–47, .
* T. Kobayashi, K. Arai, T. Imai, S. Tanimoto, H. Sato and A. Kanai, "Communication Robot for Elderly Based on Robotic Process Automation," 2019
IEEE
The Institute of Electrical and Electronics Engineers (IEEE) is a 501(c)(3) professional association for electronic engineering and electrical engineering (and associated disciplines) with its corporate office in New York City and its operation ...
43rd Annual Computer Software and Applications Conference (COMPSAC), 2019, pp. 251–256, .
* Herm LV. et al. (2020) A Consolidated Framework for Implementing Robotic Process Automation Projects. In: Fahland D., Ghidini C., Becker J., Dumas M. (eds) Business Process Management. BPM 2020. Lecture Notes in Computer Science, vol 12168. Springer, Cham.
{{Refend
External links
Jobs, productivity and the great decoupling by Professor McAfee, Principal Research Scientist at MIT’s Center for Digital Business.
Rise of the software machines Economist Magazine.
Reuters
*
ttp://www.managementthinking.eiu.com/sites/default/files/downloads/EIU_Humans%20&%20machines_FINAL_WEB.pdf Humans and Machines: The role of people in technology-driven organisations Economist Magazine.
Robotic Automation as Threat to Traditional Low-Cost Outsourcing HfS Research.
Robotics
Business software
Automation software
Information economy
Machine learning