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2020 | OriginalPaper | Chapter

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

Authors : Ilan Oshri, Albert Plugge

Published in: Digital Technologies for Global Sourcing of Services

Publisher: Springer International Publishing

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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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Appendix
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Metadata
Title
What Do You See in Your Bot? Lessons from KAS Bank
Authors
Ilan Oshri
Albert Plugge
Copyright Year
2020
Book
Digital Technologies for Global Sourcing of Services

Print ISBN: 978-3-030-66833-4

Electronic ISBN: 978-3-030-66834-1

Copyright Year: 2020

DOI
https://doi.org/10.1007/978-3-030-66834-1_9

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