Article · AI translation
IT Home reported on October 30 that, according to Bloomberg, Starbucks is considering introducing artificial intelligence technology in its drive-through lanes.
Brian Niccol, CEO of the coffee chain, said on an analyst call Thursday local time that the company is preparing to test AI models running in the background to help baristas “enter orders more accurately and efficiently” while speaking with customers. The aim is to let employees focus on interacting with customers while speeding up order preparation.
Starbucks is also exploring a recognition system that could identify customers who opt in to the service when they arrive at a store, then show them personalized digital menus and simplify payment.
Niccol said, “This work is still in its early stages. We will test it first, learn from the results, and then roll out approaches that prove workable.”
IT Home noted that major restaurant chains have been testing artificial intelligence in drive-through settings for years, but the technology has yet to see widespread adoption across the industry. Burger King does not plan to roll out the AI ordering system it is piloting on a large scale, saying customers prefer interacting with people. McDonald’s, meanwhile, is testing a system it developed in-house. The company says it could save each store dozens of labor hours a week, which could be reassigned to other tasks.
Starbucks reported earnings on Thursday that exceeded market expectations, as its strategy centered on store upgrades, the service experience and new product development continued to deliver results.