What Do You See in Your Bot? Lessons from KAS Bank

Ilan Oshri*, Albert Plugge

*Corresponding author for this work

Research output: Chapter in Book/Conference proceedings/Edited volumeConference contributionScientificpeer-review

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Abstract

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.

Original languageEnglish
Title of host publicationDigital Technologies for Global Sourcing of Services - 14th International Workshop on Global Sourcing of Information Technology and Business Processes, Global Sourcing 2019, Proceedings
EditorsIlan Oshri, Julia Kotlarsky, Leslie P. Willcocks
PublisherSpringer
Pages145-161
Number of pages17
ISBN (Print)9783030668334
DOIs
Publication statusPublished - 2021
Event14th International Workshop on Global Sourcing of Information Technology and Business Processes, Global Sourcing 2019 - Obergurgl, Austria
Duration: 18 Dec 201921 Dec 2019

Publication series

NameLecture Notes in Business Information Processing
Volume410
ISSN (Print)1865-1348
ISSN (Electronic)1865-1356

Conference

Conference14th International Workshop on Global Sourcing of Information Technology and Business Processes, Global Sourcing 2019
CountryAustria
CityObergurgl
Period18/12/1921/12/19

Keywords

  • Case study
  • Challenges and practices
  • Human-bot interaction
  • RPA

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