ON THE PATH TO ARTIFICIAL INTELLIGENCE: THE EFFECTS OF A ROBOTICS SOLUTION IN A FINANCIAL SERVICES FIRM
Keywords:artificial intelligence, robotic process automation, machine learning
As ever-increasing advances in automation and artificial intelligence solutions create more opportunities for businesses to streamline their operations, the key challenges for managers are to identify the appropriate use cases for automation solutions in their organisations and to integrate the solution effectively to meet the objectives of both the firm and its employees. This case study examines the impact of implementing a machine-learning robotic process automation (RPA) solution that is aimed at reducing manual data entry tasks for employees in a financial services firm. The study employed an action research approach to follow a single team in the firm before and after the RPA implementation — a period of six months. The findings showed that RPA improved productivity in the team and created more positive work experiences for employees, as they had more time to dedicate to creative, cognitive, and customer service tasks. The study also found that the roles of employees were being redefined during the integration process, with employees reporting a high potential for broader transformation in the business as a result of the RPA implementation.
How to Cite
LicenseAuthors who publish in the Journal agree to the following terms:
- Authors retain copyright and grant the Journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this Journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the Journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this Journal.