Starbucks Develops AI Drive-Thru to Assist Baristas
Starbucks is developing artificial intelligence for its drive-thrus to improve order accuracy and personalize customer menus while increasing service speed.
Starbucks Corp. is developing artificial intelligence for its drive-thrus to help baristas input customer orders more accurately and efficiently. Chief Executive Officer Brian Niccol announced that these AI models will operate in the background, which allows employees to prioritize customer interaction while increasing overall service speed.
The company is also exploring technology to recognize customers upon arrival. This system would provide personalized digital menus and streamlined payment options to further accelerate the drive-thru process. Niccol stated, "We’re early in this work and we’ll test, learn and scale what works."
Other major chains are pursuing varying paths with similar technology. McDonald's is testing an AI ordering version to reduce labor hours per restaurant, while Burger King has declined a broader rollout of its AI pilot due to customer preferences for human interaction. Starbucks reported earnings on Thursday that exceeded expectations, which the company attributed to a strategy of hospitality, new menu items, and restaurant upgrades.
