Robotic process automation (RPA) is revolutionising business operations, with software bots performing tasks such as data extraction and customer service. However, managing these bots can be a challenge. It’s crucial to create a governance structure for bot management, with a clear chain of command and defined roles. This includes assigning a bot manager to oversee operations and monitor performance.
The use of bots should be carefully planned, with a focus on tasks that can be automated effectively and provide a return on investment. Companies should also consider the potential risks and ethical implications of using bots, such as data privacy concerns and the impact on jobs.
To ensure bots are used effectively, companies should invest in staff training and develop a culture of bot literacy. This includes understanding how bots work, their capabilities and limitations, and how to interact with them.
Lastly, it’s important to continually review and adjust bot management strategies to keep pace with technological advancements and changing business needs. This includes regular performance reviews and updates to bot software to improve efficiency and effectiveness.
In summary, successful bot management requires a strategic approach, with a focus on governance, planning, risk management, staff training, and ongoing review and adjustment.
Go to source article: http://sloanreview.mit.edu/article/managing-the-bots-that-are-managing-the-business/