Encinitas, California — Starbucks is set to enhance its customer service by introducing a new generative artificial intelligence assistant, dubbed “Green Dot Assist.” This initiative, developed in partnership with Microsoft’s Azure platform, aims to streamline the day-to-day responsibilities of baristas while improving overall service efficiency at 35 selected locations this month.
During a recent Leadership Experience event in Las Vegas, attended by over 14,000 North American store managers, Starbucks unveiled the AI technology. A broader rollout of the assistant is anticipated across the U.S. and Canada in fiscal 2026, which begins in the fall. This move comes as the company works to revitalize its sales, particularly in the U.S., with CEO Brian Niccol emphasizing the importance of improving service times to four minutes per order.
Starbucks Chief Technology Officer Deb Hall Lefevre expressed optimism regarding the new technology. She explained that the AI assistant would serve as a valuable resource for baristas, allowing them to access information quickly without navigating through manuals or intranet systems. Instead, baristas can use a tablet equipped with Green Dot Assist to ask questions, whether concerning beverage preparation or troubleshooting equipment issues, either by typing or speaking.
As this AI platform evolves, Starbucks has plans to boost its functionality even further. Potential advancements include enabling automatic ticket creation for IT support when equipment malfunctions occur and providing suggestions for staffing solutions when a colleague calls in sick, according to Lefevre.
The partnership with Microsoft also signals a deeper relationship that began shortly after CEO Satya Nadella stepped down from Starbucks’ board. The drive to incorporate artificial intelligence into daily operations is part of a larger trend observed in numerous industries, with businesses keen to adopt advanced technologies to reduce costs and enhance performance.
While many companies, such as Walmart and JPMorgan Chase, have successfully integrated AI assistants, challenges remain. Notably, AI systems can generate misleading or incorrect information, a phenomenon known as “hallucination.” Starbucks is addressing these concerns through its collaboration with Microsoft, which includes mechanisms designed to verify the accuracy of the information generated by the AI assistant.
In addition to Starbucks, other restaurant chains are also exploring AI solutions to optimize service and improve operational efficiency. Yum Brands, for instance, has partnered with Nvidia to implement AI-driven order-taking systems and performance assessments. However, not every AI initiative has yielded favorable results; McDonald’s recently discontinued its partnership with IBM after an AI project fell short of expectations.
At the Leadership Experience event, Starbucks also showcased innovations such as the latest generation of its Mastrena espresso machines and a more user-friendly point-of-sale system. According to Lefevre, experienced baristas can learn the new system in under an hour, with the technology providing personalized recommendations to enhance the customer experience.
Starbucks’ commitment to integrating cutting-edge technology reflects its aim to maintain a competitive edge while fostering an enjoyable working environment for its employees. As the company prepares to launch these advancements, it remains focused on creating an efficient and engaging experience for both staff and customers alike.
