Companies are racing to unlock value from the next generation of digital technologies, including digital labor, which has moved far beyond using macros on a spreadsheet. Robotic Process Automation (RPA)– one form of digital labor–involves the use of software robots to automate processes. These robots are easy to configure, require little IT expertise and can be quickly trained and deployed to automate manual tasks. They can perform activities such as copying and pasting data between applications, reconciling and cross-referencing data between different systems and conducting high-level decision-making at key points in the business process. RPA is even being used in more dynamic settings, including activities that involve direct interactions with customers and employees, such as processing customer insurance claims or setting up new employees with the right level of IT access.
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