Robotic Process Automation (RPA) Is Replacing Human Workers
Robotic Process Automation (RPA) is a category of software that operates in a “robotic” manner to repeatedly complete basic tasks that might otherwise have been done by human workers. Examples include editing electronic files or forms and checking them for completeness or accuracy. This technology is being widely applied to back-office tasks in such departments as human resources, insurance claims and expense reimbursement.
IPSoft, Inc., an automation software company, developed a white-collar robot named Amelia that is used for help desk, customer service and a variety of other call-desk operations. Allstate Insurance Co. uses Amelia to handle 82% of its in-house IT service desk requests. Telefonica also uses Amelia to handle 4.5 million customer calls per month.
The net result of the growing use of RPA will be a significant reduction of human employees. This will be particularly true in call centers and other BPO (business process outsourcing) centers.
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