Study on the Changes in AI-Based Food and Restaurant Industry Services: A Literature Review 2020-2024

This study presents a systematic literature review examining the transformative changes in AI-based services within the food and restaurant industry from 2020 to 2024, emphasizing the digital transformation accelerated by the COVID-19 pandemic. Through comprehensive analysis of peer-reviewed publications, we identify three critical dimensions: the evolution of AI service adoption patterns, the impact on service quality and customer experience, and the strategic implications for industry stakeholders. Our findings reveal that AI services have evolved beyond simple automation, primarily manifesting in three forms: process automation, cognitive insights, and cognitive engagement. While the pandemic initially drove AI adoption for physical distancing, the technology's role has expanded significantly to enhance service quality, operational efficiency, and customer experience. We find that successful AI implementation requires a balance between technological innovation and human-centric service delivery, with attention to customer acceptance and employee adaptation. The study identifies critical challenges including data management, organizational resistance, and ethical considerations. We contribute to the existing literature by developing an integrated theoretical framework that synthesizes technological, organizational, and human factors. This research advances the theoretical understanding of AI adoption in the hospitality sector and provides practical guidelines for industry practitioners. Our findings suggest AI will be characterized by increased personalization and enhanced human-AI collaboration.