Starbucks explores AI tools to help baristas as it pushes for growth

# Starbucks Explores AI Tools to Help Baristas Take Orders and Improve Customer Service

Starbucks is preparing to test artificial intelligence tools designed to help baristas take customer orders more accurately and efficiently, as the coffee chain looks for ways to improve service while preserving personal interactions.

CEO Brian Niccol told analysts that the company is exploring AI models that would operate in the background, supporting employees as they interact with customers. The aim is to reduce the effort required to enter orders and allow baristas to focus more on customer conversations while speeding up service.

Starbucks is also examining technology that could recognize participating customers when they arrive, present personalized digital menus and simplify the payment process. Niccol said the company remains in the early stages of development and plans to test different approaches before expanding those that prove effective.

“We’re early in this work and we’ll test, learn and scale what works,” Niccol said.

The initiative comes as major restaurant chains experiment with AI-powered ordering systems, particularly at drive-through locations. However, widespread adoption remains limited. Burger King has said it does not plan a broader rollout of the AI ordering technology it is currently testing, noting that customers value interactions with human employees. McDonald’s is also testing AI-based ordering tools, which it says could free up dozens of labor hours per restaurant each week for other tasks.

Starbucks has previously experimented with AI for inventory management. The company introduced a computer-vision tool designed to help track inventory, simplify record-keeping and prevent stock shortages. However, the system was retired nine months after its launch, highlighting the challenges of turning new technology into a lasting operational improvement.

The latest AI initiative forms part of Niccol’s broader “Back to Starbucks” strategy, which initially focused on improving the customer experience through simpler menus, better staffing and shorter wait times. Niccol has said the effort is now moving beyond a turnaround phase toward a longer-term growth plan.

Starbucks has also taken steps to manage costs while investing in its stores and workforce. Restructuring measures have included layoffs and store closures, helping offset nearly $500 million in labor investments associated with the overhaul.

Despite these operational challenges, the company has issued a profit forecast above analysts’ expectations. Starbucks projected annual adjusted earnings per share of $3.15 to $3.25, compared with the consensus estimate of $3.14, according to LSEG data.

Its fourth-quarter performance also exceeded market forecasts. Global comparable-store sales increased 7.2%, surpassing analysts’ expectations of 5.4% growth. Adjusted earnings reached 80 cents per share, ahead of the estimated 72 cents.

Starbucks is also reshaping its international operations. In April 2026, the company completed a deal with Boyu Capital to sell control of its Chinese business, valuing the operation at approximately $4 billion. Reports in October suggested Starbucks had explored a possible acquisition of Chipotle Mexican Grill, but the company subsequently said it was not buying the restaurant chain.

As Starbucks continues to invest in customer service and operational improvements, its AI experiments will test whether technology can make ordering more efficient without weakening the human interaction that remains central to the coffee-shop experience.