teknowlogy's top IT trends for 2019 – 5/10 Robotic process automation
Robotic process automation (RPA), as the name implies, is aimed at automating back-end and business processes. Software agents are implemented that can work like humans – but faster and without making errors.
In general, it is possible to differentiate between two domains, namely automation in business processes and automation in IT operations. As a rule, the contact persons and initiators in business process automation are the lines of business (LoBs), but also BPO providers. Here, RPA extends business process management (BPM) to include the automation of repetitive, simple tasks such as submitting or validating content, handling complaints, or processing purchasing orders.
In the IT sector, RPA addresses internal IT departments, but above all IT service providers. Here, too, repetitive routine tasks, which today are often handled by employees in nearshore and offshore regions, are the focus of interest. The goal is to provide a higher-quality and scalable service with fewer people and lower cost involved.
Simple RPA solutions are based on rule-based automation systems such as if-then logics. Increasingly, however, RPA platforms are also being enriched with artificial intelligence (AI), which allows more agile, more adaptive, self-learning RPA systems to be implemented. The systems are trained by humans to deal with exceptions and unexpected events. They capture this human knowledge and create new rules from the lessons learned. AI-based RPA solutions should also be able to scan software code in applications for anomalies, propose solutions, or even automatically resolve inconsistencies. This capability will prove particularly useful with the advent of software-defined IT infrastructure.