Robotic Process Automation Adoption Trends and Customer Experience 2021

June, 2021


Robotic process automation (RPA) is the use of software “robots” to automate processes that are normally performed by clerical or administrative users. It is gaining popularity, because it makes workers more productive, allowing them to spend more time on value-added tasks. This report provides an overview of RPA adoption and investment trends, providing data on how many organizations have solutions in place, how many are in the process of implementing it, and how many are expanding implementations. We also look at the return on investment (ROI) experience, total cost of ownership (TCO) experience, and considered or planned uses for new RPA investments. We conclude with important principles to apply in planning and implementing RPA solutions. (19 pp., 9 fig.)
[Research Byte]