Categories of Business Value of Robotic Process Automation: A Study of Benefits and Challenges

In recent years, RPA has evolved into a technology that assists organizations in automating and optimizing their business processes further. RPA offers many benefits in addition to enhancing quality, productivity, and efficiency, which can contribute to an organization’s competitiveness. Despite the promising benefits, the adoption of RPA presents challenges that vary depending on the organization’s context, making it difficult to assess the business value of RPA in advance. To address this issue, have performed a structured literature analysis and evaluating interviews with RPA experts and users from various industries. Our analysis imparts a better understanding of the benefits and challenges of RPA and structures them along five categories of business value: economics, gains, quality, people, and transformation. Our results are a first attempt to provide broad categories of RPA value creation and can serve as a guide for identifying business value action potentials.