Robotic process automation (RPA) is a recent technology based on software robots that are configured to carry out business processes previously done by people. The software acts as a virtual worker, programmed to carry out operational procedures (Wilcox, Leslie, and Mary Lacity. 2016. Service Automation Robots And The Future Of Work)
Software robots, or as now known as bots, interact with structured data, capturing, interpreting, and manipulating it across digital systems to trigger responses and outcomes to support business processes. RPA service providers have been promoting the benefits of this technology since its initial implementation, claiming that RPA reduces costs while increasing service productivity, accuracy and speed.
A study was carried out to examine whether RPA has indeed delivered these benefits to clients as well as shed light on the state of this emerging technology and its service providers.