Robotic process automation is a way to automate repetitive and often rules-based processes. These transactional processes are typically located within a shared services centre or another part of the back office.

Software, commonly known as a ‘robot’, is used to capture and interpret existing IT applications to enable transaction processing, data manipulation and communication across multiple IT systems. Multiple robots can be seen as a virtual workforce – a back-office processing centre but without the human resources.

Automation is a strategic priority for shared services and Global Business Services (GBS) leaders and will remain a priority over the next ten years. 

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