Making Business Processes Intelligent: Complementarities of Combining Robotic Process Automation and Ai Technologies

This study examines the firms’ combined implementation of Robotic Process Automation (RPA) and Artificial Intelligence (AI) and its association with firm performance using two survey datasets covering large firms worldwide. RPA automates repetitive tasks whereas AI supports cognitive tasks. While previous research typically examines these technologies separately, we draw on complementarity theory to hypothesize that their joint implementation is associated with performance outcomes that exceed the independent benefits of each technology. We find that joint implementation is positively associated with additional revenue growth (linked primarily to price increases) but is not associated with additional cost reduction beyond the separate effects of RPA and AI. These findings challenge the prevailing view that combining RPA and AI technologies primarily enhances performance through increased efficiency, suggesting instead that joint implementation is associated with revenue enhancement. We also consider firms’ strategic intent for adopting these technologies and find that among firms implementing both RPA and AI, a stronger revenue growth intent is associated with greater revenue-related outcomes. Our findings provide a baseline analysis of automation complementarities in the pre-Generative-AI era, even as advancements in technology continue and raise new questions.