Title

Improving RPA Technology

Year

2020

Degree Name

Master of Research

Department

School of Computing and Information Technology

Abstract

The idea of Robotic Process Automation (RPA) involves the use of bots or agents to automate business process tasks that have traditionally been executed by humans. Many of the tasks in question have been conversational tasks involving interaction between clients and operators in customer contact centres. By replacing human operator interaction with conversational agent (or chatbot)-based interaction others significant costs savings (in particular costs associated with the outsourcing of business processes to call centre operators). By many accounts, the market for RPA products runs into billions of dollars.

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Unless otherwise indicated, the views expressed in this thesis are those of the author and do not necessarily represent the views of the University of Wollongong.