Human-Technology Symbiosis in Service: Insights from Dual-Process Theory

Advanced technologies, such as artificial intelligence (AI) and robotics, are anticipated to profoundly affect economies and the labor market. This calls for a new understanding of human–technology symbiosis in which the division of work between technology and humans utilize the strengths of one while compensating for the limitations of the other. This chapter investigates the outcomes of two different modes of processing: (1) controlled, i.e. associated with logical reasoning and a reflective way of thinking; and (2) automated, i.e. characterized by high capacity and low effort requirements. By relating dual-process theories to robotization and AI in service, this chapter contributes a framework that categorizes the strengths of humans and technology. The chapter contributes by aiding firms to address challenges associated with implementing advanced technology.