Starbucks explores AI-driven personalized drive-thru menus

Starbucks is planning to integrate artificial intelligence into its drive-thru experience to offer personalized digital menus to customers. This move aims to recognize participating users as they arrive and facilitate more efficient, effortless payment processes, according to a report by The Verge.

What are Starbucks's AI plans for the drive-thru?

During a recent earnings call, Starbucks CEO Brian Niccol outlined a vision for enhanced customer experiences driven by automation and personalization. According to The Verge, the company intends to explore technologies that can recognize customers upon arrival and present them with digital menus tailored to their preferences.

Beyond the visual menu experience, the company is looking toward the operational side of the business. Starting in 2027, Starbucks plans to test background AI models designed to assist baristas. The goal of these models is to help staff input customer orders with higher accuracy and increased efficiency. Furthermore, the company is looking to integrate AI into the search and discovery functions of the Starbucks mobile app, with the potential for "conversational and agentic" ordering capabilities in the future.

How does this compare to other fast-food chains?

Starbucks is not the only major quick-service restaurant exploring these technologies. The Verge notes that Taco Bell has been experimenting with similar systems that can modify the layout, visual style, and specific content of digital menu boards on a per-vehicle basis.

Mcdonald’s is also moving in this direction. The company has been piloting an AI-powered feature at select drive-thru locations using a chatbot called "ArchIQ." This system is designed to identify returning customers and allow them to quickly order their usual items, reducing the time spent at the speaker box.

What AI tools is Starbucks already using?

While the personalized drive-thru menus and background barista models are future-facing goals, Starbucks has already implemented several AI-driven initiatives. The company has enabled customers to place orders through ChatGPT and has introduced "Green Dot Assist." This tool is intended for employee use, allowing staff to ask questions regarding service standards and specific drink recipes.

When will these features become available?

It remains unclear exactly when customers will begin seeing personalized digital menu boards at physical locations. CEO Brian Niccol has characterized the current stage of development as "early," stating that the company intends to follow a cycle of testing, learning, and scaling only the features that prove successful. However, the timeline for the background AI models intended for baristas is more specific, with testing slated to begin in 2027.

How can researchers analyze these retail trends?

As large-scale corporations like Starbucks and McDonald's move toward "agentic" commerce—where AI agents handle parts of the transaction—there is an increasing amount of corporate reporting and industry analysis to parse.

For researchers looking to dive deep into the technical white papers or earnings transcripts regarding these retail shifts, Grafy Reader provides a way to interact with complex documents. You can upload PDF reports on retail automation or AI implementation and use the AI to search for specific deployment timelines, cost-benefit analyses, or technical specifications mentioned in the text.

Frequently asked questions

What is the main goal of Starbucks's new AI initiative?

The primary objective is to enhance the customer experience by recognizing participating users as they arrive at the drive-thru. This allows the company to present personalized digital menus and create a more seamless, effortless payment process for the consumer.

When will Starbucks test AI models to assist baristas?

Starbucks plans to begin testing background AI models specifically designed to help baristas input orders more accurately and efficiently starting in 2027. These models are intended to support staff operations rather than directly interacting with the customers.

Does Starbucks already use ChatGPT for ordering?

Yes, Starbucks has already implemented a system that allows customers to place their orders through ChatGPT. This is part of a broader suite of AI tools that includes employee-facing assistance like the Green Dot Assist for recipe and service queries.

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Source: The Verge — AI — Starbucks wants to use AI to show you a ‘personalized digital menu’ at the drive-thru