Starbucks outlined plans to implement artificial intelligence technology at its drive-thru locations during an earnings call. CEO Brian Niccol announced the company intends to develop capabilities that would recognize returning customers upon arrival, display customized digital menus based on individual preferences, and streamline payment processes.
The initiative aligns with comparable efforts underway in the quick-service restaurant sector. Taco Bell is currently testing dynamic digital menu boards capable of adjusting layout, content, and visuals based on individual vehicles, while McDonald’s has begun piloting an AI-powered chatbot system that identifies regular customers and offers their typical orders.
Starbucks’ implementation timeline includes background AI model testing beginning in 2027 to assist baristas in processing orders with greater accuracy and speed. The company also intends to incorporate AI functionality into its mobile application’s search and discovery capabilities, with potential future expansion to enable conversational and agent-based ordering systems.
The coffee chain has already made preliminary AI advances, including a ChatGPT integration that enables customers to place orders through the platform and a Green Dot Assist feature providing employees with AI-generated information about recipes and operational standards. Niccol characterized the personalized menu project as still in early stages, noting that Starbucks will conduct testing and evaluation before expanding successful implementations across locations.
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