Robotic process automation (RPA) is gaining popularity in the industry and is leveraged to improve operational efficiency, quality of work, risk management, and compliance. Despite the increasing adoption of RPA in industry, academic research is lagging. In particular, despite the often drastic changes in employees’ work tasks and processes, there is a lack of research that explores how human employees experience the implementation of RPA. This is important to understand as their experiences affect their interaction with the technology and, ultimately, their adoption and use, which is crucial to realise the benefits of RPA. To address this research gap, we conducted a case study in a financial institution in New Zealand and interviewed 18 employees to develop configurations of employees’ RPA implementation experiences. Our findings may inform implementation and change management strategies but also line-managers to accommodate employees’ needs better and to leverage the potentials of true human-robot collaboration.
Waizenegger, Lena and Techatassanasoontorn, Angsana A., "“You have no idea how much we love Casper” – Developing configurations of employees’ RPA implementation experiences" (2020). ACIS 2020 Proceedings. 21.