Adding intelligent robots to business processes: A dilemma analysis of employees’ attitudes

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.