The Times Australia
The Times World News

.
The Times Real Estate

.

What if your colleague is a bot? Harnessing the benefits of workplace automation without alienating staff

  • Written by Lena Waizenegger, Senior Lecturer in Information Systems, Auckland University of Technology
What if your colleague is a bot? Harnessing the benefits of workplace automation without alienating staff

The need for businesses to adapt to the workplace demands of the COVID-19 pandemic has accelerated the adoption[1] of digital technologies, with clear implications for jobs and workers.

But just how much employees worry about the threat of automation – and how real those fears are – can have implications for workplaces beyond the technological change itself.

Our new research[2] examined how employees feel about the introduction of “robotic process automation” (RPA[3]) to the workplace. We also looked at how the willingness to embrace these new technologies influenced employees’ assessment of the software bots and their work.

RPA refers to software that interacts with different applications, such as a payroll system or a website, in the same way a human would.

Software robots – the so-called worker bees of RPA – can conduct mundane, repetitive and rule-based tasks such as transferring, entering and extracting data[4], accounting reconciliation, and automated email query processing[5]. And they can do it at a fraction of the cost of employing real people.

The 24/7 worker

Unsurprisingly, organisations have embraced RPA for its cost and productivity benefits[6], but it’s not without its challenges. As RPA interacts with various applications, for example, it can “break” when one of the underlying systems is upgraded[7] and the user interface changes.

RPA is also a double-edged sword for employees. On the one hand, with mundane and repetitive tasks outsourced to software robots, workers can focus on more complex tasks that require “soft” skills, empathy and decision-making capabilities[8].

Read more: Companies are mitigating labour shortages with automation — and this could drastically impact workers[9]

On the other, some feel threatened by the software robots because they are generally more productive, make fewer errors and don’t cost as much[10] as human employees.

Employees can also end up having to do additional tasks, picking up the work that used to be completed by the staff replaced by RPA. Paradoxically, fewer human employees can lead to an increased workload rather than the expected decrease.

Similarly, as employees shift from a mix of mundane and complex tasks to mainly complex ones, the variety in their work is reduced. This can lead to feeling alienated at work[11], or a sense they lack control over their role.

Fear and enthusiasm

These various perspectives on automation were clear in our research. We interviewed employees and automation team members at a financial institution in New Zealand about their perceptions and responses to RPA and software robots.

We found that reactions to RPA are influenced by what employees imagined would be the consequences of software robots on their jobs. In turn, this influenced their collaboration with the automation team, their attitude towards change in their tasks and work processes, and ultimately their interactions with software robots – including how they judged the bots’ performance.

Perceptions and responses to RPA can be categorised by employees’ views of software robots as either burdens and threats, tools, teammates or innovative enablers.

Those who considered software robots as a burden and threat before they were introduced tended to have a negative view of their experience with RPA. They were concerned about job security, had negative reactions to having greater responsibility added to their workload, and were dissatisfied with the robots’ performance.

Read more: Can machines invent things without human help? These AI examples show the answer is ‘yes’[12]

Lessons for employees and employers

At the opposite end of the spectrum, those who viewed software robots as enablers of innovation saw the opportunities of RPA and the benefits of using robots to improve work quality.

Some eagerly accepted the robots as team members, even giving them human names and joking that the bot was taking a sick day when it stopped working. This group also appreciated the reduction in their own workloads through RPA.

Little surprise, then, that employees who view software robots as innovative enablers or teammates tended to collaborate closely with the automation team to find the best way to integrate robots and improve their performance.

Read more: Brain-computer interfaces could allow soldiers to control weapons with their thoughts and turn off their fear – but the ethics of neurotechnology lags behind the science[13]

In the middle ground, employees who viewed software robots as tools tended to be accepting, but remained sceptical about changes to their workloads and robot performance. They were reluctant to offer full cooperation with the automation team to configure robots’ tasks that would have consequences for their own roles.

Some level of automation is inevitable for businesses. To harness the benefits of RPA without alienating staff, organisations should communicate clearly and often, debunking the myths of robots and their capabilities early to avoid unnecessary misunderstandings by employees.

Employers should take the time to understand how different employees feel about the introduction of automation initiatives. And they should consider incorporating employees’ ideas to increase the overall benefits of automation.

References

  1. ^ accelerated the adoption (www.mckinsey.com)
  2. ^ new research (journal.acs.org.au)
  3. ^ RPA (ieeexplore.ieee.org)
  4. ^ entering and extracting data (link.springer.com)
  5. ^ automated email query processing (www.sciencedirect.com)
  6. ^ cost and productivity benefits (link.springer.com)
  7. ^ underlying systems is upgraded (www.capco.com)
  8. ^ decision-making capabilities (aisel.aisnet.org)
  9. ^ Companies are mitigating labour shortages with automation — and this could drastically impact workers (theconversation.com)
  10. ^ don’t cost as much (link.springer.com)
  11. ^ alienated at work (scholarspace.manoa.hawaii.edu)
  12. ^ Can machines invent things without human help? These AI examples show the answer is ‘yes’ (theconversation.com)
  13. ^ Brain-computer interfaces could allow soldiers to control weapons with their thoughts and turn off their fear – but the ethics of neurotechnology lags behind the science (theconversation.com)

Read more https://theconversation.com/what-if-your-colleague-is-a-bot-harnessing-the-benefits-of-workplace-automation-without-alienating-staff-196203

The Times Features

Best Deals on Home Furniture Online

Key Highlights Discover the best deals on high-quality outdoor furniture online. Transform your outdoor space into a stylish and comfortable oasis. Explore a wide range of d...

Discover the Best Women's Jumpers for Every Season

Key Highlights Explore lightweight jumpers for spring and summer, ensuring breathability and ease. Wrap up warm with cozy wool jumpers for the chilly autumn and winter season...

Uncover the Elegance of Gorgeous Diamond Tennis Necklaces

Key Highlights Diamond tennis necklaces are a timeless piece of jewelry that exudes elegance and sophistication. They feature a continuous line of brilliant-cut diamonds, cre...

Dental Implants vs. Dentures: Which Is Better for You?

When it comes to replacing missing teeth, two of the most common options are dental implants and dentures. Both have their advantages and disadvantages, so choosing between them ...

What Neck Pain Really Means (And Why It’s More Than Just Poor Posture)

Neck pain is often brushed off as something temporary — a tight spot after a long day at the desk or a poor night’s sleep. But when the discomfort keeps returning, it could be a ...

The Work of Gosha Rubchinskiy: Fashion, Culture, and Youth

From Designer to Cultural Architect Gosha Rubchinskiy is not just a fashion designer—he's a cultural force. Born in Moscow in 1984, Rubchinskiy began his career in fashion in t...

Times Magazine

The Essential Guide to Transforming Office Spaces for Maximum Efficiency

Why Office Fitouts MatterA well-designed office can make all the difference in productivity, employee satisfaction, and client impressions. Businesses of all sizes are investing in updated office spaces to create environments that foster collaborat...

The A/B Testing Revolution: How AI Optimized Landing Pages Without Human Input

A/B testing was always integral to the web-based marketing world. Was there a button that converted better? Marketing could pit one against the other and see which option worked better. This was always through human observation, and over time, as d...

Using Countdown Timers in Email: Do They Really Increase Conversions?

In a world that's always on, where marketers are attempting to entice a subscriber and get them to convert on the same screen with one email, the power of urgency is sometimes the essential element needed. One of the most popular ways to create urg...

Types of Software Consultants

In today's technology-driven world, businesses often seek the expertise of software consultants to navigate complex software needs. There are several types of software consultants, including solution architects, project managers, and user experienc...

CWU Assistive Tech Hub is Changing Lives: Win a Free Rollator Walker This Easter!

🌟 Mobility. Independence. Community. All in One. This Easter, the CWU Assistive Tech Hub is pleased to support the Banyule community by giving away a rollator walker. The giveaway will take place during the Macleod Village Easter Egg Hunt & Ma...

"Eternal Nurture" by Cara Barilla: A Timeless Collection of Wisdom and Healing

Renowned Sydney-born author and educator Cara Barilla has released her latest book, Eternal Nurture, a profound collection of inspirational quotes designed to support mindfulness, emotional healing, and personal growth. With a deep commitment to ...

LayBy Shopping