Robotic process automation (RPA) is a deterministic technology that is expected to build synergies with probabilistic technologies such as agentic AI. The study aims to investigate how organizations embark on the RPA journey, implement RPA, and support RPA through changes in organization structure, roles, and skills.
Our study is based on thematic analysis complemented by a qualitative case-based research design. Empirically, the study draws on 30 in-depth interviews with senior leadership representatives from 30 distinct organizations, ensuring balanced representation across geographies.
We find similarities and differences in the patterns of adoption of RPA in India and North America. The presence of a relative advantage and strategy for deployment emerge as necessary conditions for business case development and implementation of RPA. Top management support and having a centre of excellence are common configurations for organization support in both locations.
We contribute methodological support on approaches to study emerging technology adoption. Our study provides alternate paths for practitioners to design their unique journey of RPA adoption in India and North America. Since RPA lies on the AI continuum, this study is relevant for the adoption of other AI technologies in the AI ecosystem.
