<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>Robotic Process Automation became an increasingly invasive technology in outsourcing, since both of these industries have been developed based on the same business desiderata, such as increased efficiency, cost savings and improved accuracy. However, there is a gap in the existing literature regarding the concrete use of this technology in business tasks. Therefore, we set out to investigate the implementation of RPA in the business services industry by conducting a literature review mining within the Web of Science database. Our study focused on three research questions: 1) Which are the leading developers of RPA tools? 2) What are the most automated business services tasks using RPA according to the scientific literature? 3) What are the process workflow and performance improvements generated by RPA-automated tasks in each type of outsourcing center? The contributions of our article consist of an overview of the main RPA developers in the market, a synopsis of the business services categories for which the literature indicates RPA solutions’ implementations and an improved synthesis of business process workflows and performance recorded by integrating RPA tools in business services centers. The paper is broadening the understanding of the RPA-powered competitive advantages that could justify the redesign of business process mapping. Finally, our research highlights some milestones of the RPA-enhanced business services landscape and suggests future axes of research.</p>
</abstract>

Robotic Process Automation became an increasingly invasive technology in outsourcing, since both of these industries have been developed based on the same business desiderata, such as increased efficiency, cost savings and improved accuracy. However, there is a gap in the existing literature regarding the concrete use of this technology in business tasks. Therefore, we set out to investigate the implementation of RPA in the business services industry by conducting a literature review mining within the Web of Science database. Our study focused on three research questions: 1) Which are the leading developers of RPA tools? 2) What are the most automated business services tasks using RPA according to the scientific literature? 3) What are the process workflow and performance improvements generated by RPA-automated tasks in each type of outsourcing center? The contributions of our article consist of an overview of the main RPA developers in the market, a synopsis of the business services categories for which the literature indicates RPA solutions’ implementations and an improved synthesis of business process workflows and performance recorded by integrating RPA tools in business services centers. The paper is broadening the understanding of the RPA-powered competitive advantages that could justify the redesign of business process mapping. Finally, our research highlights some milestones of the RPA-enhanced business services landscape and suggests future axes of research.

Revamping Business Services: RPA Solutions Landscape

Proceedings of the International Conference on Business Excellence

This work is licensed under the Creative Commons Attribution 4.0 International License.

{"article-title":"Revamping Business Services: RPA Solutions Landscape"}

Robotic Process Automation became an increasingly invasive technology in outsourcing, since both of these industries have been developed based on the same...

Revamping Business Services: RPA Solutions Landscape

Published Online: Jul 14, 2023

Page range: 1051 - 1064

DOI: https://doi.org/10.2478/picbe-2023-0095

Keywords
Robotic Process Automation, Business Services, Outsourcing Industry, RPA landscape

© 2023 Liana-Elena Anica-Popa et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Revamping Business Services: RPA Solutions Landscape

Published Online: Jul 14, 2023

Page range: 1051 - 1064

DOI: https://doi.org/10.2478/picbe-2023-0095

KeywordsRobotic Process Automation, Business Services, Outsourcing Industry, RPA landscape

© 2023 Liana-Elena Anica-Popa et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Keywords
Robotic Process Automation, Business Services, Outsourcing Industry, RPA landscape