TY - GEN
T1 - What Do You See in Your Bot? Lessons from KAS Bank
AU - Oshri, Ilan
AU - Plugge, Albert
PY - 2021
Y1 - 2021
N2 - The introduction of robotic process automation (RPA) has created an opportunity for humans to interact with bots. While the promise of RPA has been widely discussed, there are reports suggesting that firms struggle to benefit from RPA. Clearly, interactions between bots and humans do not always yield expected efficiencies and service improvements. However, it is not completely clear what such human-bot interactions entail and how these interactions are perceived by humans. Based on a case study at the Dutch KAS Bank, this paper presents three challenges faced by humans, and consequently the perspectives humans develop about bots and their abilities to perform work. We then provide a set of five practices that are associated with the management of the interactions between humans and bots.
AB - The introduction of robotic process automation (RPA) has created an opportunity for humans to interact with bots. While the promise of RPA has been widely discussed, there are reports suggesting that firms struggle to benefit from RPA. Clearly, interactions between bots and humans do not always yield expected efficiencies and service improvements. However, it is not completely clear what such human-bot interactions entail and how these interactions are perceived by humans. Based on a case study at the Dutch KAS Bank, this paper presents three challenges faced by humans, and consequently the perspectives humans develop about bots and their abilities to perform work. We then provide a set of five practices that are associated with the management of the interactions between humans and bots.
KW - Case study
KW - Challenges and practices
KW - Human-bot interaction
KW - RPA
UR - http://www.scopus.com/inward/record.url?scp=85101360106&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-66834-1_9
DO - 10.1007/978-3-030-66834-1_9
M3 - Conference contribution
AN - SCOPUS:85101360106
SN - 9783030668334
T3 - Lecture Notes in Business Information Processing
SP - 145
EP - 161
BT - Digital Technologies for Global Sourcing of Services - 14th International Workshop on Global Sourcing of Information Technology and Business Processes, Global Sourcing 2019, Proceedings
A2 - Oshri, Ilan
A2 - Kotlarsky, Julia
A2 - Willcocks, Leslie P.
PB - Springer
T2 - 14th International Workshop on Global Sourcing of Information Technology and Business Processes, Global Sourcing 2019
Y2 - 18 December 2019 through 21 December 2019
ER -