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Why 70% of organisations believe RPA is enabling more human interaction

14 Mar 2019
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UiPath announced the findings of The Impact of RPA on Employee Experience, a February 2019 study commissioned by UiPath and conducted by Forrester Consulting, that reflects the need to keep employees at the core of RPA efforts. According to the study, succeeding in digital transformation initiatives requires organisations to pivot on a core lever: engaged employees.

According to the study, organisations are increasingly concerned with the employee experience as they grapple with the forces of automation and RPA, and that operating model issues and psychological barriers hold back RPA efforts. Ultimately, keeping employees engaged and happy will enable organisations to capitalise on the transformative potential of RPA. 

Employee experience must take centre stage: Sixty-six per cent of respondents said that RPA restructures existing work, enabling employees to have more human interactions, and 60 per cent said RPA helps employees focus on more meaningful, strategic tasks. In addition, 57 per cent of respondents report that RPA reduces manual errors.

Organisations must overcome operating model issues and psychological challenges: Firms are struggling to scale their RPA solutions due to the lack of trained personnel and resources to support and use RPA technology. In fact, 93 per cent of respondents said they struggle to understand the different deployment options available to them. 

Additionally, leaders must overcome the psychological impact of RPA on their workforce. Communication and collaboration between the business and workers, and well-designed change management programs are crucial.

RPA leads to increasingly engaged employees: The benefits of RPA reported by firms include increased efficiency (86 per cent), deeper insights into customers (67 per cent), improved customer service (57 per cent), and improved employee engagement (57 per cent).

In addition, with highly repetitive and rule-based tasks being automated, RPA enables firms to create digital workforces that execute repeatable process steps faster, accurately and more cost-effectively than traditional human workers. Ninety-two per cent of respondents expected faster efficiency and 86 per cent said they are seeing exactly that. 

Keeping employees engaged and happy must go hand-in-hand with deploying RPA to improve customer outcomes; firms must be employee-centric as well as customer-centric in their approach to truly capitalise on the advantages offered by RPA.

The study also recommends that firms aim to improve both operational efficiency and employee experience at the same time, create an RPA centre of excellence, manage psychological implications at the onset of implementation, and use a human-centric change management process that carefully considers human factors, ensuring that people will feel valued and safe.

UiPath’s mission is to deliver the platform for the Automation First era. The company’s vision is a robot for every person – freeing people of burdensome, repetitive labour so they can focus on more valuable, gratifying work. 

UiPath has automated millions of repetitive, rule-based tasks for organisations worldwide. Through its commitment to bring digital-era skills to more than a million people, UiPath is transforming work by improving job satisfaction, driving productivity to new levels, and enhancing customer service.