To promote the optimization of operation and service process and improve the operational efficiency, Chunghwa Post started to introduce the Robotic Process Automation (RPA) Project and divided the promotion into three stages. The first stage adopted the theme-based introduction, and the short-term and rapid results were obtained through a demonstration process each in the Dept. of Savings and Remittances, Dept. of Life Insurance and E-commerce Office. The second stage introduction started from 2022, and through the promotion of the business unit of the Head Office, RPA application is promoted to post offices. Meanwhile, at the second stage, internal RPA competitions were held to start the cultivation of our own RPA seed personnel. In the third stage, in addition to promoting RPA application to the whole Company, integration with AI technology tools will also be conducted, such as the technologies of AI-OCR platform, NLP or Chatbot to further achieve intelligent automation.

For the second stage of RPA (Robotic Process Automation), under the efforts of the RPA seed
members, as of the end of 2023, RPA has been introduced into 11 units in the Head Office, 19 post
offices, and 1 mail processing center, with a cumulative of 68 automated processes being completed.
Each process saves 65% to 100% of manual work time, releasing 2,973 man-days of manpower. Most
processes even accelerate the operation time by more than 50%, greatly improving efficiency.