How Labor Challenges And Robotics Are Reshaping Service Operations

Forbes

30-07-2025

Robotic solutions have advanced rapidly and reached a tipping point—they're no longer just prototypes, but practical, cost-effective tools capable of handling repetitive and even complex tasks in real-world environments.
Two powerful forces are transforming the way businesses approach service operations—especially when it comes to managing entry-level, hourly labor.
First, there's the shifting labor landscape. With tighter immigration policies and an unpredictable labor market, companies are struggling to find reliable, affordable workers for critical frontline roles. Hiring has become more competitive, and the cost of labor continues to rise.
Second, we're witnessing a robotics revolution. What once felt like science fiction is now becoming everyday reality. Robotic solutions have advanced rapidly and reached a tipping point—they're no longer just prototypes, but practical, cost-effective tools capable of handling repetitive and even complex tasks in real-world environments.
Commercial cleaning
'Organizations that depend heavily on entry-level hourly labor are now facing growing pressure to rethink their operations,' said Karen Wood-Maris, VP / Head of Revenue Operations, Customer Success and Growth Marketing at SoftBank Robotics America. She was speaking on a leadership series podcast on robotic automation. 'The new mantra is finding the right resource to do the right task at the right cost. That resource might be a human, a robot, or a combination of technology-driven solutions.
In this evolving landscape, the future of service operations lies in blending human strengths with the efficiency of automation—and making smart choices about who, or what, does the job best.
According to Wood-Maris, one area of service operations that's especially ripe for innovation is commercial cleaning. Tasks like mopping, scrubbing, and vacuuming are physically demanding, repetitive, and have long depended on large pools of hourly workers.
Across industries, however, from hospitals and schools to hotels and airports, businesses are finding it harder to fill these essential roles. Labor pools are shrinking, wages are rising, and attrition rates are climbing. On top of that, the nature of the work often leads to injuries, limited career advancement, and high turnover—all of which make it difficult to attract and retain workers.
These challenges are pushing organizations to explore smarter, more strategic ways to deploy labor. By blending human labor with robotic support, companies can boost productivity, reduce strain on workers, and create more sustainable operational models.
Still, while the rise of robotics offers real promise, it's not a plug-and-play fix. Companies must make a clear business case for investing in automation—and align their expectations around what optimized operations can realistically achieve. This is where financial leadership becomes critical.
CFOs and other economic decision-makers need to understand not just the cost of robotic solutions, but their true value—including long-term savings, risk mitigation, and the ability to scale without being constrained by labor shortages. Wood-Maris believes that unlocking that potential requires a thoughtful approach to implementation, grounded in real-world operational needs and measurable outcomes.
Robots to the rescue
'We are seeing amazing growth in the commercial cleaning sector, where robots are moving beyond the pilot stage and becoming an integral part of the workforce,' said Wood-Maris.
She cited Flagship Facility Services where over 100 robots from SoftBank Robotics America have been deployed at over 15 customer locations resulting in a 30% increase in labor efficiency.
However, while cleaning robots and similar technologies are gaining traction, they haven't yet eliminated the need for human labor. Many organizations still rely heavily on workers for a range of tasks.
In industrial settings like manufacturing and warehousing, robotics has long been embraced for its clear impact on productivity, quality, and cost savings. But in customer-facing service industries, the equation is more nuanced. Here, the value of automation is about improving consistency, reliability, safety, and service quality.
Wood-Maris explained that to fully unlock the potential of robotics in service operations, companies need to take a more strategic view of automation—one that goes beyond immediate cost-cutting and instead focuses on long-term efficiency, workforce augmentation, and enhanced customer experiences.
The business case for robotics in the service industry has multiple value drivers including
Reaping the benefits
Leading companies adopting AI-driven autonomous robots are seeing significant benefits. Automation delivers new services, improves environmental quality, and raises customer satisfaction.
SoftBank Robotics America is a pioneer in this area. Whiz, the company's AI-driven autonomous vacuum robot, is used in carpeted and hard-floor environments. It operates via "teach & repeat" workflows and is used for route programming and data analytics.
'Companies that adopt robotics today can realize near-term benefits and create a new muscle in the organization, raising the bar on operational excellence,' Wood-Maris concluded. 'These organizations will have an advantage as new robots are introduced, and their ability to optimize resources increases.'
As service operations evolve, those who embrace robotics with a clear strategy and long-term vision won't just keep pace—they'll lead the way toward a more resilient, efficient, and future-ready workforce.