Conversational AI and RPA: A framework for accessibility to business users

Abstract

Firms worldwide are increasingly exposed to vanguardist and key technologies like Robotic Process Automation (RPA) or Conversational Artificial Intelligence (CAI) technologies and applications that promise process automation, efficiency, cost reduction, et cetera. However, based on the author's own professional experience, it is hard to implement such vanguardist technologies without clear guidelines and frameworks. The decision-makers are the main point of contact of the actual knowledge owners, the business users and end-users and need those guidelines. Therefore, it is necessary to propose the following thesis statement: there exists a framework that defines collaboration factors between Robotic Process Automation and Conversational Artificial Intelligence to make automation accessible to business users. The aim is to respond the following research question: how can collaboration factors between conversational Artificial Intelligence and Robotic Process Automation be captured in a framework to be more accessible to business users? The investigation starts with a literature review around Robotic Process Automation (RPA), Artificial Intelligence (AI), Conversational Artificial Intelligence (CAI), use cases, characteristics, components, advantages, disadvantages, and the topic of accessibility of these technologies to business users.