Collaborative implementation framework for building trust in software robots: Case of Posti Group

Robotic Process Automation (RPA) has become a rapidly expanding and prominent business trend. Although it is a rapidly growing technology, many examples of its failed adoption have been noted across industries, also due to challenges with building trust in software robots. Our exploratory study applied reflexive praxeography to report on a novel framework discovered at Posti Group-Collaborative Robot Implementation (CRI), that relies on cross-team collaboration and integration around new virtual teammates. We discovered and mapped a six-stage process to demonstrate how an organisation can introduce RPA with all its benefits through trust building and the effective integration of employees around technology. This approach allowed the case organisation to tackle the three Waves of Fear (Pre-robot, Test, and Use). Building upon this discovery, our study conceptualises the attributes and emergence of fears associated with RPA robots in different stages of the implementation process.