Technology and the people
RPA will eventually cause a shift in both front-office and back-office operations. Meaning, it will become democratized as more people incorporate it into their day-to-day activities. Hays continues by explaining that RPA will move increasingly from the ‘back-office’ and IT-focused tasks, to the ‘front-office’ tasks, where business end users directly invoke automated activities.
Vice President of Innovation & Strategy, Tim Kulp, states that the transformative nature of RPA has less to do with the actual technology and more on the people making up the business. “The process to build a bot requires detailed process documentation, which provides people a chance to examine ‘business as usual’ with a new set of eyes, eliminating waste in the process.” – Kulp
A focused scope on customer service
One area where RPA arguably “lacks” is customer service, or at least this holds true in situations where personal experience is valued. Accounting, finance and banking in general is one area where RPA has grown and expanded across departments and channels. However, this growth has also sparked a higher focus on personal engagement and customer service.