I use this in the wild and like anything it has its pros and cons.
The best usage is automating repetitive tasks in a call center environment. Like you click a "Start my day" button and it opens up and logs you into every application that you use. Then a customer calls in and you put their information in one place and that opens the customer's record in all of those applications. Time is money in call centers and you can save a lot of time with simple stuff like this.
More questionable usage is as a psuedo-api background process. The users fill out a form and that information is sent over to a queue. The robot pulls it out of the queue and then enters it into the slow/confusing legacy backend system. This is good because it's cheaper/faster than building out an API to a legacy backend that is difficult and expensive to change.
The problem is that now you have a brittle and asynchronous communication layer over a legacy backend that is difficult and expensive to change. You compound the problem you have in exchange for quick benefits.
Yes, call center is a great example, as any customer order/processing center that uses many non-integrated IT solutions or where APIs don't provide enough flexibility/customization required workflows to run
The best usage is automating repetitive tasks in a call center environment. Like you click a "Start my day" button and it opens up and logs you into every application that you use. Then a customer calls in and you put their information in one place and that opens the customer's record in all of those applications. Time is money in call centers and you can save a lot of time with simple stuff like this.
More questionable usage is as a psuedo-api background process. The users fill out a form and that information is sent over to a queue. The robot pulls it out of the queue and then enters it into the slow/confusing legacy backend system. This is good because it's cheaper/faster than building out an API to a legacy backend that is difficult and expensive to change.
The problem is that now you have a brittle and asynchronous communication layer over a legacy backend that is difficult and expensive to change. You compound the problem you have in exchange for quick benefits.