RPA in energy and utilities
CitationDoğuç, Ö. (2021). RPA in energy and utilities. Contributions to Management Science içinde (217-230. ss.). Springer Science and Business Media Deutschland GmbH. https://dx.doi.org/10.1007/978-3-030-76783-9_16
Robotic Process Automation (RPA) is an effective technology that uses software robots that typically mimic an employee to automate everyday tasks. These tasks are often related to the business processes of the E&U companies such as billing, payments, check-in and check-out and other office tasks. While RPA is gaining increasing popularity in different industries, the E&U sector lags behind others in terms of maturity. Energy and utilities (E&U) is a customer-centered industry where each individual is dependent on the provided services for their daily needs. The likelihood of human error in the sector is high, given the large number of transactions happening every day, so RPA becomes essential to help companies manage transactions efficiently and improve the customer experience which is often missed by the companies. This chapter discusses how RPA can positively impact both internal processes of E&U companies and their customer-facing operations.