While Schultz Warns Against AI, Niccol Reveals Details Of Starbucks' “Green Dot” AI – CoffeeTalk

Starbucks CEO Brian Niccol has revealed details about internal systems designed to assist staff in real-time and pointing toward a future where the Starbucks app may soon anticipate customer orders before they are even placed. The company is currently focused on learning and experimentation within the AI space, but the technology is already helping the company execute its goal of becoming the “world’s greatest customer service company again.”

The most impactful AI development currently at scale within the company is a tool known as the “green dot,” which acts as a kind of barista assistant. This internal system is crucial for helping store leaders manage daily operations. If a partner encounters a problem with equipment or needs guidance on how to build a certain drink, the green dot uses AI to quickly deliver the right answer or solution. A representative for Starbucks said that green dot was piloted beginning in June and has been rolling out more widely since then.

Despite the advancements in artificial intelligence, Niccol was quick to squash any notions of a fully robotic staff, saying “we’re not near that right now.” Instead, AI is being leveraged to unleash productivity and help human employees accomplish tasks more quickly and efficiently. A key component of how AI assists baristas with making coffee in real time and reducing service friction is a behind-the-scenes technology called “smart Q.” This system addresses the operational “chaos” that previously existed when orders come from four different access modes: drive-thru, delivery, mobile order pickup, and the counter.

Looking ahead, Niccol identified the Starbucks app as a major focus for future AI integration, particularly in terms of predicting customer orders. Currently, the app offers a seamless feature allowing users to select their most recent order. However, the CEO sees a real opportunity to iterate on this feature, making the ordering process “even faster [and] more seamless.”

Starbucks is also experimenting with AI across other facets of the business, such as vision, inventory, supply chain management, forecasting, and scheduling. However, these applications are not yet fully implemented at scale. Niccol believes AI is a definite opportunity to enhance efficiency, stating that they are already seeing a “big impact” in technology areas, such as the ability to generate code much faster.

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