Decision Support System for the Use of Robotic and Intelligent Process Automation in Small and Medium-Sized Enterprises

Abstract

: Small and medium-sized enterprises (SMEs) face growing pressure to automate their business processes but often lack the resources to evaluate automation initiatives systematically. Robotic Process Automation (RPA) addresses rule-based, structured processes, whereas Intelligent Process Automation (IPA) combines RPA with artificial intelligence (AI) to handle more complex tasks. However, a systematic framework that helps SMEs decide whether a process is suitable for RPA, IPA, or neither is still missing. This paper addresses that gap by presenting a prototype decision support system (DSS) called “ Automation Fit ” , developed following a design science research approach. Based on a literature review, 32 criteria across multiple dimensions were identified, from which a questionnaire and a scoring model were derived. Expert validation through eight semi-structured interviews provided preliminary support for the relevance and practical feasibility of the assessment approach. The resulting prototype was evaluated in two qualitative interviews focusing on user experience and practical applicability in an SME context. The findings suggest that the prototype can support the initial stages of automation assessments, while identifying areas for improvement relating to interface terminology and the clarity of technically complex questions.