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Research Report

Use Cases for Robotic Process Automation in the Front Office

Few technologies have seen such promise, as well as fear, uncertainty, and doubt, as robotic process automation (RPA) and robotic desktop automation (RDA).

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.

This report provides an overview of:

  • What RPA is
  • Potential use cases across sales and service
  • Examples of early successes
  • Guidance on barriers to overcome
  • Advice on how to approach a successful front-office RPA project.

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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Authored By:

John Ragsdale

Distinguished Researcher, Vice President, Technology Ecosystems, TSIA

Publish Date: October 18, 2021

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