Starbucks CEO Brian Niccol dropped the news on Oct. 16 during an appearance on Yahoo Finance’s “Opening Bid Unfiltered” podcast.
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Starbucks customers may one day be able to order drinks, including alcoholic beverages, just by talking into their cell phones, the company hinted last week.
Starbucks CEO Brian Niccol dropped the news on Oct. 16 during an appearance on Yahoo Finance’s “Opening Bid Unfiltered” podcast. At the time, he was attending the Dreamforce conference, an artificial intelligence (AI) event in San Francisco.
“We’re also experimenting with audio-to-visual (AI),” Nicol told podcast host Brian Sozzi. “There are a lot of cool things we’re experimenting with, like forecasting and scheduling, but none of it at scale yet.”
He envisions a future where customers don’t even need to open the Starbucks app. You could even speed up the ordering process by saying to your phone, “I need a Starbucks order. I’ll be there in 10 minutes.”
“Everything happens seamlessly through the app, and before you know it, you’re at Starbucks and your drink is ready,” he said, adding that AI could help the company do this.
What other AI features has Starbucks implemented?
Nicoll said in the podcast episode that the company’s Green Dot Assist feature is probably Starbucks’ biggest AI implementation to date.
Starbucks announced the launch of Green Dot Assist in June, billing it as a virtual assistant that assists baristas in real time. Starbucks says its virtual assistant is the company’s first generative AI tool to assist employees in real time, allowing them to receive assistance via an in-store iPad instead of reading a manual.
“For example, if a barista needs a quick reminder of the ingredients in a seasonal drink, Green Dot Assist provides guidance in seconds, helping our partners deliver exceptional customer service with confidence,” the company said in June.
According to the company, Green Dot Assist will initially be installed in 35 stores, with more stores expected to be installed in the near future.
So far, the assistant has been successful in helping the manager run the cafe, Nicol said.
“If you have a problem with a piece of equipment or how to make a particular drink, having AI support is a much faster way to get to the right answer faster and get the right solution faster,” he said.
Another technological addition Starbucks has made is Smart Queue, which prioritizes orders and shows customers on-screen whether their order has been received, placed, or ready for pickup.
Is there a possibility that robots will come to Starbucks?
Nicol said Starbucks is experimenting and learning how AI can impact its business, including how other companies are using AI and what it will look like at Starbucks. While discussing potential changes to Starbucks Cafe, the host asked Nicole if the company is considering adding robots to its business model.
“We’re not there right now,” Nicole replied. “We’ve just brought more partners back into the store. They’re real people who are here to provide an authentic experience of authentic crafts.”
When asked if AI is helping the company increase productivity, Nikkor said the company is in the early stages of implementing the technology. However, he acknowledged that AI could help speed up operations.
Nicol said that while AI could help the company code faster, Starbucks currently uses legacy systems and needs to find a way to combine them with AI.
New food and drinks coming to Starbucks, and possibly alcohol, CEO says
Nicol also mentioned new menu offerings, noting that Starbucks is launching artisanal pastries and “protein-focused breakfast items.”
Nicol said the company’s egg bites, which include versions with bacon and Gruyère, Italian sausage, egg white and roasted red pepper, were popular with customers and are here to stay.
“We need to find (ways) to continue to take advantage of it,” he said. “While we continue to make great strides in the morning session, we are optimistic about what we can do in the afternoon session.”
Sozzi, the host of the podcast, mentioned Starbucks, which previously served alcohol, and asked Nicol if he thought the company should continue that practice.
On a smaller scale, there’s room for experimentation, Nicol said, pointing to the lavender matcha margarita and espresso martini drinks available at Starbucks Reserve, a specialty brewing, aging, infusing and blending of unique drinks in major cities such as Chicago, New York City and Seattle.
Retrofits were also a topic of discussion, as Nicol noted that the company has completed about 100 modifications. He noted that the company’s plans for this year are to complete more than 1,000 “improvements,” with improvements focused on adding things like plants and rugs to create a more personalized experience.
“I always tell people that every coffee house needs to have a few seats where anyone can come in and say, ‘That’s my seat,'” Nicole said.
If you want to listen to the entire podcast, you can do so via Apple, Spotify, or YouTube.
Saleen Martin is a reporter for USA TODAY’s NOW team. She is from Norfolk, Virginia. – Email sdmartin@usatoday.com.
