Starbucks introduces ‘AI barista’ that can read customer’s mind for coffee order
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Starbucks CEO Brian Niccol announced at Salesforce’s annual Dreamforce event in San Francisco that the company is experimenting with artificial intelligence to enhance operations, including tools that assist baristas in preparing coffees in real time and potentially predicting customer orders before they are placed. The initiative aligns with Starbucks' objective to reclaim its position as a leading customer service company. A key development is the "Green Dot" tool, functioning as a barista assistant and chatbot that provides store leaders with guidance on daily operations, such as troubleshooting equipment or instructions for making specific drinks. This tool was piloted in June and has been expanded to additional stores, with a company spokesperson clarifying that it is designed to make employees' jobs easier without replacing them.
Future AI efforts center on the Starbucks mobile app, where the system could enable predictive ordering without requiring users to open the app, allowing customers to issue voice commands like "Hey, I need my Starbucks order. I’ll be there in 10 minutes," and have their drinks ready upon arrival. Niccol emphasized that Starbucks is far from implementing a fully robotic staff and remains committed to increasing the number of human partners in stores to deliver a personalized, craft-based experience rather than an automated one.
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Starbucks joins other coffee operations incorporating AI, such as the AI-powered robot named Jarvis at a kiosk in Hudson Yards, New York City, which prepares drinks, interacts with customers via an iPad interface, makes eye contact through a camera lens, dances, and solicits tips. Additionally, Botbar, described as New York City's first coffee shop operated by a robot barista, is set to open in Brooklyn.