Artificial intelligence is accelerating its integration into daily life, and leading coffee chain Starbucks is no exception, actively introducing AI technology to enhance operational efficiency. At present, AI systems are already being used to assist in-store operations, and the CEO envisions that in the future, AI will be able to predict customers’ orders, creating a more convenient consumption experience.
According to various media reports, Starbucks CEO Laxman Narasimhan recently stated at the Dreamforce annual technology conference held in San Francisco, USA, that the company is actively investing in the development and application of artificial intelligence. He pointed out that AI can now help baristas make drinks in real-time in stores, and may even be able to predict order contents based on customer behavior in the future, further streamlining the ordering process. Narasimhan emphasized that Starbucks aims to once again become the “world’s best customer service company.”
It is understood that Starbucks’ largest and most impactful AI tool at present is a system called the “Green Apron Assistant.” This tool was introduced in June this year and has since been expanded to many stores. The Green Apron Assistant functions much like a chatbot, primarily supporting store managers in their operations, such as providing instructions for drink preparation and handling equipment malfunctions.
Narasimhan revealed that Starbucks’ future focus for AI development will be on applications. He gave an example: in the future, customers may not even need to open the app; they’ll simply say to their phone, “I want my Starbucks order, ready in 10 minutes,” and the system will automatically place their usual order based on their habits. However, Narasimhan also stressed that Starbucks will continue to put people at the core and will not fully automate with robots. The aim is to use AI to assist and empower store staff, enhancing service quality so that customers enjoy a warmer and more personable experience.