This study presents a review of related literature focused on comparative
analysis between human manpower and artificial intelligence, emphasizing
the differences in efficiency, cost, and productivity.
With the introduction of the artificial intelligence robot, customer
service in the fast-food restaurants has undergone in a significant
transformation. Artificial intelligence(AI) robots have changed the way food is
served, although traditional in-person interactions remain essential.
Enhancing service strategies in fast-food restaurants requires a clear
understanding of the advantages and disadvantages of AI robots compared
to human manpower. This review examines previous research on both human
labor and artificial intelligence, exploring the benefits and limitations of each,
as well as the factors that influence consumer preferences.
Efficiency and Task Performance
The example of artificial intelligence adoption in the fast-food industry
is the Jollibot, an automated meal-serving robot implemented by Jollibee.
These robots function as on-ground service assistants, facilitating the
delivery of orders directly to customers' tables. The deployment of Jollibots
aims to enhance operational efficiency and support the human workforce in
improving service delivery. According to Yu(2022), these new features
contribute to an improved level of customer convenience and increased
operational efficiency.
Cost Implications of AI vs Human Labor
The cost differential between Artificial Intelligence (AI) and human
labor remains a central theme in workforce-related Artificial Intelligence (AI)
research. Kawaguchi and Takaoka (2024) analyzed over 1,000 Japanese firms
and found that AI adoption led to a 2.4% increase in total factor productivity,
with 40% of this gain attributed to cost reductions through automation and
improved resource allocation.
Productivity Gains and Workforce Impact
Empirical studies confirm measurable improvements in productivity
with Artificial Intelligence (AI) implementation. Ding et al. (2024) compared
AI-intensive and non-AI firms across industrial sectors, finding that AI-
enabled firms achieved higher innovation rates and production output with
lower labor input.
Human-AI Collaboration and Complementarity
The literature increasingly emphasizes that AI is not a direct
replacement for human labor but a complement. According to Müller and
Bostrom (2022), the most productive systems are those where human
intuition and AI speed are integrated. Hybrid models, in which AI performs
data-heavy tasks and humans oversee decision-making, have been shown to
enhance overall work quality and reduce cognitive overload.
Although AI-driven tools such as service robots in fast food restaurants
—like Jollibot—offer clear operational efficiencies, their growing adoption
raises important concerns about the overall quality of customer service,
particularly in terms of consumer satisfaction and service behavior. While
these robots can streamline order-taking, reduce wait times, and operate
with consistent efficiency, they often lack the warmth, adaptability, and
emotional intelligence that human staff bring to customer interactions. In
fast food settings, where speed is important but friendly service is also a key
part of the customer experience, this shift may impact how customers
perceive brand trustworthiness. Customer service remains a vital element in
shaping consumer perceptions, influencing not only immediate experiences
but also long-term loyalty. As more fast food chains integrate robots into
frontline service roles, finding the right balance between technological
efficiency and human-centered engagement becomes essential to
maintaining a positive and lasting customer relationship.