Perceived Effects of Robotic Process Automation on Work Tasks and Processes: A Study of an IT Company in the Republic of Serbia

This paper explores how robotic process automation affects work tasks and processes in an IT company in the Republic of Serbia. The main motive of this paper is to contribute to a more comprehensive understanding of robotic process automation in the workplace, particularly in emerging economies. The research was conducted during 2023 by examining internal documentation and by conducting semi-structured interviews. Research results showed that almost 90% of all respondents stated that their work tasks were rule-based, highly repetitive, with extensive manual labour and a high probability of error. Consequently, they stated that their tasks were meaningless (87.5%), were bored at work (75%), and believed their knowledge and skills were not being used to their full potential (87.5%).The results revealed that the primary perceived advantages of robotic process automation in the IT company were the elimination of boring, repetitive, manual tasks, and human errors. Employees also perceived that they would have more time to deal with customer requests, improve overall customer service and experience, facilitate the implementation of software solutions, and provide new opportunities at work while increasing their skills. This research offers a unique perspective on the implementation of robotic process automation in an IT company. By examining work tasks, processes, and employee perceptions, the research provides valuable insights into the potential benefits and challenges associated with robotic process automation. These findings have practical implications for IT companies seeking to improve efficiency, enhance customer service, and foster a more innovative work environment.