Before design and development: Approaching intelligent automation from multiple perspectives

Abstract

The purpose of this paper is to provide an overview of current practices in researching, designing and developing intelligent automation (IA) technologies, including artificial intelligence (AI) and robotic process automation (RPA) to match stakeholder needs and values. Consequently, these technologies are reviewed in the context of organisations and digital transformation (DX), with a focus on challenges and perspectives in relation to the groups affected by their use. The paper reviews different perspectives on technology introduction in organisations and the implications for value-driven design and multi-stakeholder approaches to DX. Finally, a series of practical recommendations is made available to developers, managers, and other industry practitioners in relation to improving the meaningfulness and effectiveness of IA systems design, development and adoption.