The changing e-commerce industry with robotic process automation (RPA) on chatbot services and sustainability practices in Malaysia

Ryidhzuan, Suria Nasyirah (2023) The changing e-commerce industry with robotic process automation (RPA) on chatbot services and sustainability practices in Malaysia. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

Advances in technology have always been important stepping stones in the evolution of e-commerce business practices. As of today, the progressive growth in Robotic Process Automation (RPA) on chatbot servers and sustainable practices and initiatives has created a trend in producing green customers in the e-commerce industry. E-commerce companies and SMEs have been implementing Robotic Process Automation (RPA) on chatbot servers and sustainable initiatives subconsciously in their operation and management, mainly targeting environmental sustainability and social sustainability. Therefore, this research is to study the changing E-commerce industry with Robotic Process Automation (RPA) on chatbot services and sustainability practices in Malaysia, which act as a guide to environmental responsibility. In this regard, the main question arises: what is the changing E-commerce industry with Robotic Process Automation (RPA) on chatbot services and sustainability practices in Malaysia? To be able to answer this, three case studies and interviews were conducted online via google meet for both The TopapMalaysia and The Shaklee Selangor. The findings of this research contribute to e-commerce companies need to use RPA on chatbots and sustainable practices in the organization, therefore developing the business to the next level.

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