Starbucks CEO reveals a 'secret AI barista' that assists with making coffee in real time-and may one day predict your order | Fortune
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Starbucks CEO reveals a 'secret AI barista' that assists with making coffee in real time-and may one day predict your order | Fortune
"Starbucks CEO Brian Niccol confirmed the coffee giant is deeply immersed in artificial intelligence (AI) experimentation, revealing details about internal systems designed to assist staff in real time and pointing toward a future where the Starbucks app may soon anticipate customer orders before they are even placed."
"The most impactful AI development currently at scale within the company is a tool known as the "green dot," which acts as a "kind of barista assistant." This internal system is crucial for helping store leaders manage daily operations. If a partner encounters a problem with equipment or needs guidance on "how to build a certain drink," the green dot uses AI to quickly deliver the right answer or solution. A representative for Starbucks told Fortune that green dot was piloted beginning in June and has been rolling out more widely since then."
"Despite the advancements in artificial intelligence, Niccol was quick to squash any notions of a fully robotic staff, saying "we're not near that right now" and emphasizing that Starbucks has been focused on putting "more partners back into our stores to give people a great, not robotic" experience rooted in "real craft." Instead, AI is being leveraged to unleash productivity and help human employees accomplish tasks more quickly and efficiently."
Starbucks is conducting broad AI experimentation to enhance customer service and streamline store operations. Internal AI systems provide real-time assistance to staff and the company is exploring app features that could anticipate customer orders. The "green dot" acts as a barista assistant to help store leaders manage operations, troubleshoot equipment, and guide drink preparation; it began piloting in June and has been expanding deployment. A backend sequencing system called "smart Q" aims to reduce service friction and address prior operational chaos. Leadership emphasizes using AI to boost partner productivity and preserve craft-driven, human-led service rather than replace employees.
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