Intellyx White Paper for ServiceNow by Charles Araujo
I have long been skeptical about many of the claims around Robotic Process Automation (RPA) as a transformational tool. Sure, it offers organizations a way to automate repetitive and often mundane tasks that might otherwise need to be done by hand, but it always seemed to be just a pure-and-simple efficiency play.
Nothing wrong with that, of course, but far short of transformative.
However, a recent conversation with the Chief Digital and Information Officer for a UK-based healthcare provider may have changed my mind. During our conversation, he explained how he had deployed a set of RPA bots to “create space,” as he put it. The idea was that by deploying digital workers, he could improve efficiency and free his team up to consider how to improve the process on which he had applied the bots.
The ultimate goal, he explained, was to fundamentally change the process. It was a transformative undertaking, and deploying RPA was the initial step.
This concept of deploying digital workers to free up human workers to do higher-value tasks has long been a part of the RPA pitch, but I don’t think I entirely bought it until I saw it happen. But it also brought into relief the how of that dynamic, and what organizations must do to realize this promise.
Read the entire white paper here.
