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Engineering Robotic Process Automation (RPA)

Authors:
Marko Jäntti
Ville Suhonen
Maryum Hamdani

Keywords: Robotic Process Automation; software system; automation; software engineering

Abstract:
Customer service organizations are embracing modern technologies to enhance efficiency and improve customer experiences. Software robots are playing a significant role in this transformation. This article aimed to answer the research problem: how robotic process automation (RPA) can be utilised in the automation of processes and customer service efforts? The results of the study are based on an RPA experiment carried out in Finland. Our target organization sought digitalization and automation to improve customer service processes. The main contribution of this paper is to present lessons learnt from the experiment that focused on RPA-based automation of customer service work related to the electricity interruption process. The RPA experiment was performed in collaboration with Digital Innovation Hub and an energy company in Eastern Finland in 2019.

Pages: 7 to 12

Copyright: Copyright (c) IARIA, 2024

Publication date: September 29, 2024

Published in: conference

ISSN: 2308-4235

ISBN: 978-1-68558-194-7

Location: Venice, Italy

Dates: from September 29, 2024 to October 3, 2024