Automation of a Business Process Using Robotic Process Automation (RPA): A Case

Robotic Process Automation (RPA) emerges as software based solution to automate rules-based business processes that involve routine tasks, structured data and deterministic outcomes. Recent studies report the benefits of the application of RPA in terms of productivity, costs, speed and error reduction. Most of these applications were carried out on back office business process where the customer is not directly involved, therefor a case study was conducted on a BPO provider to verify the benefits and results of applying RPA to a service business process with front and back office activities. The results show that productivity improvement is the main benefit of RPA, nevertheless time reduction was not achieved on this case.