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Though RPA is well adopted across back-office functions, it has yet to find wide adoption in the front office.
TSIA Research polled companies on adoption and planned spending to see how far this trend has progressed. We also interviewed companies using RPA in service operations and spoke with RPA vendors and industry experts on where the potential lies and what the challenges are to overcome.
Even if RPA is not currently on your roadmap, companies should understand its potential to bring more intelligence to the automation of repetitive tasks, not only ensuring accuracy for these repeat processes, but also allowing organizations to scale by focusing employees on value-based work.
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Distinguished Researcher, Vice President, Technology Ecosystems, TSIA
Publish Date: October 18, 2021
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