


For example, workforce efficiency can be improved by replacing repetitive technical work with automation, simulating different process workflows and analyzing the data to predict the most cost-effective organizational method. One of the ways to improve and optimize business processes considering sustainability is by automating processes through Robotic Process Automation (RPA) technologies. Companies use Business Process Management (BPM) approaches to continuously improve their business processes and incorporate sustainability as an essential strategy. On the other hand, the digitization and automation of processes in different business areas is a trend that evolves and positively impacts customers’ well-being.
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Moreover, AI is essential to train robots their use is varied, whether in physical or software robots. Control theories help reduce trajectory errors and improve the precision of industrial robots through controllers, as well as the use of intelligent systems to obtain high precision, for example, incorporating Fuzzy Logic when useful. These requirements can be implemented using advances in control theories and artificial intelligence (AI). Currently, automation is based on robots, and at an industrial level, there is a demand for robots with increasingly advanced and robust capabilities. Modern technological advances in simulation, robotics, machine learning and data analytics have recently been adapted for use in business and industry (often referred to as Industry 4.0 ). The model used in this study predicts that this Electric Utility Company (EUC) will save a substantial amount of money if it implements RPA in its call center. A case study using this model is presented, using business process data from an international utility company as input to the discrete event simulation. The Performance Analysis Method consists of collecting data on the speed and efficiency of a business process and then using that data to develop discrete event simulations to estimate the cost of automating parts of that process. The method used in this work is the Performance Analysis Method, which allows for predicting which processes could be replaced by RPA to save time and money in a service workflow. Consequently, this paper presents a model for selecting indicators to determine the profitability of shifting to RPA in selected business processes. However, deciding which processes to automate with RPA technology can be complex. Robotic Process Automation (RPA) is one solution that can help businesses improve their BPM and sustainability practices through digital transformation. Likewise, it is also possible to save time and money in an automated, intelligent and sustainable way. Recent studies show that decision making in Business Process Management (BPM) and incorporating sustainability in business is vital for service innovation within a company. We have an API function that breaks down a total amount into monthly amounts based on given start and end dates.
