Botsourcing, Roboshoring or Virtual Backoffice? Perspectives on Implementing Robotic Process Automation (RPA) and Artificial Intelligence (AI)

Abstract

Services, the largest component of the world's economy, have significant impact on shaping economic and social relations between organizations and human beings. For many decades, services sector has been cyclically evolving and changing, which has lately accelerated particularly due to the strong influence of emerging technologies. Certain solutions became a thing of the past, some started to transform faster, while others emerged disturbingly, revolutionizing current state of art. The ways and modes services enable humans and technologies to interact and cocreate value have also started to take new, innovative and fascinating forms. Over the past years, global services market got centralized and technologically reshaped influencing lives of us all. Offshoring (global sourcing), enabled by cloud computing, made multiple transnational companies take advantage of migrating some operational processes to different locations (‘nearshore’ or ‘farshore’).

Generative AI as source of change of knowledge management paradigm

“…The improvement in business processes is one advantage. With generative AI, routine operations such as data entry and annotation, for example, as well as report generation, document review, and analysis, may be automated, freeing staff to work on more strategic duties like innovation and client engagement (Merrill & Schillebeeck, 2019;Kedziora, 2022). Generative AI is also able, more than ever before, to take over the daily, tedious, and repetitive duties of employees (Burger et al, 2023), providing real support for them and allowing them to become more involved in more complex activities, including those of a creative or strategic nature.…”

Employees’ attitudes towards implementing robotic process automation technology at service companies

“…Better yet, it is designed for human and digital workers to work together, collaborate and move projects back and forth as well as play with each other's strengths, and cover their weaknesses (Kulp, 2021). Many organization have implemented robots to tackle the difficulties the COVID-19 outbreak has brought forth (Kedziora, 2022). In comparison to manual labor, robots and stand-alone systems provide a number of benefits (Shen et.…”

The Aspects of Artificial Intelligence in Different Phases of the Food Value and Supply Chain

“…Current scholarly debate in technical contexts navigates between limited and domain-specific forms of “narrow intelligence”, more sophisticated forms of human-like “general AI”, and “super AI” that go significantly beyond human cognitive abilities [ 16 ], while its meanings go more on to casual aspects [ 17 ]. The range of AI debate is extending with process automation concepts [ 18 ].…”