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Adding Intelligent Robots to Business Processes: A Dilemma Analysis of Employees’ Attitudes

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Business Process Management (BPM 2020)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12168))

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Abstract

Given the advancements in artificial intelligence, organizations are increasingly interested in applying robotics to their business processes. Unlike the many technological implications, we focus on the human side of robotics which remains under-investigated for higher-skilled employees. We particularly consider employee acceptance of intelligent robots with cognitive skills. During 48 interviews, hypothetical dilemmas regarding manual work, full- and semi-automation are discussed by office workers, managers and IT consultants. The results show that employees are positive about intelligent robots. The majority are willing to transfer repetitive tasks as long as humans can control outputs for accountability. However, employees prefer keeping tasks with creativity and human interaction. Many tasks can thus already be replaced by robotics, but more attention is needed for the facilitating role of organizations (e.g., training). The findings affect innovation strategies for implementing intelligent robots with reduced social implications. The idea of a step-by-step plan encourages a gradual adoption.

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Authors and Affiliations

  1. Faculty of Economics and Business Administration, Department of Business Informatics and Operations Management, Ghent University, Tweekerkenstraat 2, 9000, Ghent, Belgium

    Amy Van Looy

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  1. Amy Van Looy
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Correspondence to Amy Van Looy .

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Editors and Affiliations

  1. Eindhoven University of Technology, Eindhoven, The Netherlands

    Dirk Fahland

  2. FBK-irst, Trento, Italy

    Chiara Ghidini

  3. University of MĂĽnster, MĂĽnster, Germany

    Jörg Becker

  4. University of Tartu, Tartu, Estonia

    Marlon Dumas

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Van Looy, A. (2020). Adding Intelligent Robots to Business Processes: A Dilemma Analysis of Employees’ Attitudes. In: Fahland, D., Ghidini, C., Becker, J., Dumas, M. (eds) Business Process Management. BPM 2020. Lecture Notes in Computer Science(), vol 12168. Springer, Cham. https://doi.org/10.1007/978-3-030-58666-9_25

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  • DOI: https://doi.org/10.1007/978-3-030-58666-9_25

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-58665-2

  • Online ISBN: 978-3-030-58666-9

  • eBook Packages: Computer ScienceComputer Science (R0)

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