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

Conference paper (2021)

Authors

Ilan Oshri The University of Auckland
Copyright: © 2021 Ilan Oshri, A.G. Plugge
DOI: https://doi.org/10.1007/978-3-030-66834-1_9
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Published Date

2021

Language

English

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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.

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