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Robotic Process Automation (RPA) has emerged as a transformative technology in the banking sector, offering opportunities to streamline operations, reduce costs, and enhance customer experiences. This explores the impact of RPA implementation on customer experience within the banking industry. By automating repetitive, rule-based tasks such as account maintenance, loan processing, and customer inquiries, banks can significantly improve operational efficiency and accuracy while freeing up human resources to focus on higher-value activities. Furthermore, we discuss the challenges and considerations associated with RPA adoption in banking, including data security, regulatory compliance, and employee upskilling. Ultimately, this underscores the pivotal role of RPA in reshaping the banking landscape, driving innovation, and delivering superior customer experiences in an increasingly digital world.
Lakshmi et al. (Tue,) studied this question.