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Advanced use of automation to double by 2020

European businesses are expected to double the advanced use of Robotic Process Automation (RPA) by 2020, as companies seek to improve the customer experience and streamline their finance operations.

In a survey of 500 European business leaders by technology research firm Information Services Group (ISG) and RPA software provider Automation Anywhere, 92% said they anticipate using RPA by 2020. By then, 54% expect to have reached an advanced stage of adoption, up from 27% today. RPA is expected to have the greatest impact in customer service and order-processing functions (43%), followed by finance, treasury and audit (42%), procurement, logistics and supply chain (40%) and sales and marketing (38%).

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