Robotic Process Automation (RPA) refers to process automation applications of traditional Information Technologies based on robot software with the ability to capture and interpret the specific processes of organizations. Studies show that RPAs are able to reduce resources and optimize processes effectively in relation to customers. Some of these call center business processes deal with customers most likely to complain; therefore, a “Proactive Notification” robot was developed to classify these types of customers to be prioritized. This robot defines the creation of an RPA architecture for proactive notifications applied to an electric company in Brazil. The methodology used for the development of this project consisted of data management, predictive models, and peripheral components for sending SMS and making calls. It was tested against all customers in 40 cities (two states) and the model considers the historical basis of 3 years of occurrences to predict customers with a high probability of filing a complaint due to power failure. The results show that customers who were called for this type of problem did not call the call center again to complain, suggesting positive acceptance of the robot. In conclusion, the robot presented herein is capable of making proactive notifications with high precision to customers with the highest probability of complaints, predicting possible problems.

Recent studies show that decision making in Business Process Management (BPM) and incorporating sustainability in business is vital for service innovation within a company. Likewise, it is also possible to save time and money in an automated, intelligent and sustainable way. Robotic Process Automation (RPA) is one solution that can help businesses improve their BPM and sustainability practices through digital transformation. However, deciding which processes to automate with RPA technology can be complex. Consequently, this paper presents a model for selecting indicators to determine the profitability of shifting to RPA in selected business processes. The method used in this work is the Performance Analysis Method, which allows for predicting which processes could be replaced by RPA to save time and money in a service workflow. The Performance Analysis Method consists of collecting data on the speed and efficiency of a business process and then using that data to develop discrete event simulations to estimate the cost of automating parts of that process. A case study using this model is presented, using business process data from an international utility company as input to the discrete event simulation. The model used in this study predicts that this Electric Utility Company (EUC) will save a substantial amount of money if it implements RPA in its call center.

This paper reports a study of User Experience (UX) with Robotic Process Automation (RPA), in the perspective of workers of EdP Brazil, a large electric utility company that operates in Brazil. RPA are software solutions for automating business processes that find increased interest of companies because they are inserted in workgroups as a co-worker, emulating human workers operating on GUI interfaces. Although the technology promises to drive a new wave of productivity in service companies, its impact on co-workers' experience is still unexplored. Based on projective interviews using the AXE (Anticipated eXperience Evaluation) protocol, after the first 18 months of RPA operation, the analysis of workers' collaboration with the robots has evidenced multiple facets of UX, technology acceptance and innovation adoption. For this case, RPA has provided an overall positive user experience mainly due to the perceived utility of the spared time, the upgrade in career opportunities and the pride for actively participating in the innovation adoption. Negative experience comes mainly from the lack of visibility that hinders robot management for efficiency and improvement. The methodology used in the study was successful in capturing the multifaceted workers' experience and is potentially useful to support user research in new expansion RPA projects.

Background: In this paper, we report the results of an action research conducted to design a communication device to help a non-verbal child develop language skills. Participatory design (PD) is frequently regarded as a convenient approach for designing high assistive technology (HAT) for people with serious speech impairments. However, our literature survey has shown that PD is used in an ad hoc fashion, and so a methodological framework for the inception, construction, and evaluation of HATs is still missing.Methods: PD4CAT, a participatory design method for customized assistive technology, was used to direct this research.Results: This method led to the engagement of an impaired child (besides other participants) as a co-designer of a customized assistive technology for his own use. The system resulting from actions performed during this research has helped the child in his rehabilitation process by means of the customized assistive computational technology developed within PD4CAT.Conclusion: The contributions of this action research include the improvement of PD4CAT by means of guidelines to engage a non-verbal child in participatory design practices, in order to incept his assistive computational technology.

RESUMO: atualmente, para pessoa com deficiência visual total realizar o Exame Nacional do Ensino Médio (ENEM), disponibilizam-se materiais adaptados e auxílio humano, este com a finalidade de leitura da prova, preenchimento de gabaritos e transcrição da redação. Consequentemente, para a realização da prova, a pessoa com deficiência depende fortemente de outras pessoas. O objetivo deste estudo é identificar as questões de acessibilidade existentes no processo atual do ENEM e apresentar uma solução que, por meio de um aplicativo com acessibilidade digital denominado ENEM Acessível, viabiliza a participação da pessoa com deficiência visual total com autonomia no exame. Com base na metodologia de Projeto Centrado no Usuário e em pesquisa de levantamento qualitativa, o aplicativo foi especificado, construído e avaliado. Os resultados do estudo, que contou com a participação de 33 pessoas com deficiência visual total em suas várias etapas, demonstram que as barreiras de comunicação atualmente existentes podem ser eliminadas com o uso do computador e do aplicativo ENEM Acessível, permitindo que pessoas com deficiência visual total realizem a prova de ingresso no Ensino Superior com autonomia e em condições de igualdade com os demais participantes.