Robotic process automation (RPA) has changed how organizations operate. By automating repetitive, rule-based tasks, RPA frees up human workers to focus on more strategic and creative endeavors. However, despite high satisfaction among adopters, RPA remains a maturing technology marked by low adoption and ROI success rates, highlighting a possible gap between user experience and the broader business impact.
As shown in Figure 1 from our full report, Robotic Process Automation Adoption Trends and Customer Experience, RPA adoption is relatively low compared to other technologies, with a moderate investment rate. Furthermore, while the ROI success rate is low, the TCO success rate is high. Additionally, organizations that have adopted RPA express high levels of satisfaction with the technology.
Robotic process automation is the use of software “robots” to automate processes that are normally performed by people, typically using multiple business applications. This may or may not include AI-powered RPA. However, the term does not refer to the use of mechanical robots, such as factory automation or material handling robots.
RPA is intended to be accessible and user-friendly. This ease of use, coupled with its ability to automate tedious tasks and reduce human error, contributes to high user satisfaction and improved operational efficiency. But it can have drawbacks. The complexity of RPA might vary depending on the processes being automated and the tools being used. Additionally, if there are bottlenecks in other areas, automating one portion of the process might not increase efficiency. These bottlenecks may be caused by things such as manually inputting data or manual handoffs.
However, the technology is maturing, integrating with AI and ML to unlock even greater potential. This evolution is transforming RPA from a productivity booster into a cornerstone of intelligent automation, enabling IT professionals to dedicate more time to strategic initiatives, such as cybersecurity mitigation, system upgrades, and developing innovative solutions that drive business growth.
“Intelligent automation represents the next frontier in process automation,” said Asif Cassim, principal analyst for Avasant Research, based in Los Angeles. “By harnessing the power of AI and RPA, organizations can unlock new opportunities, adapt to changing market conditions, and achieve new levels of success.”
To fully realize RPA’s potential and have a more positive ROI, organizations must overcome the hurdles mentioned above and accelerate its adoption. By investing in training, leveraging advanced technologies such as AI and ML, and fostering a culture of innovation, businesses can unlock RPA’s full power and drive sustainable growth.
Our full 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 RPA, and how many are expanding implementations. We also look at the ROI experience, TCO experience, and considered or planned uses for new RPA investment. We conclude with important principles to apply in planning and implementing RPA solutions.
This Research Byte is a brief overview of our study, Robotic Process Automation Adoption Trends and Customer Experience. The full report is available at no charge for Computer Economics clients, or it may be purchased by non-clients directly from our website. (Click for pricing.)