Imagine walking into your go-to Starbucks and finding your usual order already being poured before you’ve even glanced at the menu. That’s the bold vision behind Starbucks’s latest artificial intelligence (AI) experiment. The global coffee giant is currently testing an AI system that not only assists baristas but also predicts what you want to drink, allowing it to be served almost instantly. But how close are we to a future where your coffee order is anticipated even before you place it? Read on to discover more about Starbucks’ new AI system, the strategy behind it, and how your next cappuccino could be chosen by an algorithm.
Meet Green Dot Assist: Starbucks’ AI tool that could soon know your coffee cravings
In June, Starbucks unveiled “Green Dot Assist,” a generative AI tool currently being piloted in 35 stores across North America. Designed to support baristas in real time, the technology marks a significant step toward a future where your go-to coffee order might be predicted before you even say a word.
Developed in partnership with Microsoft and powered by the Azure OpenAI platform, Green Dot Assist is accessible via in-store iPads and acts as an intelligent, conversational resource for baristas. It instantly answers questions about beverage recipes, shift scheduling, store performance, and troubleshooting — eliminating the need to flip through manuals or search for guidance. This streamlined approach not only saves time but also enhances team efficiency and confidence on the floor.
While Green Dot Assist currently focuses on operational support, Starbucks executives have hinted at far more advanced possibilities on the horizon. Future updates may enable the AI to analyze customer data and anticipate orders based on habits, preferred beverages, time of day, or even seasonal trends.
During Salesforce’s annual Dreamforce event earlier this month, Starbucks CEO Brian Niccol shared that the company is exploring how this evolving technology could elevate the customer experience and streamline the ordering process. Starbucks is testing how the AI can predict customer orders using cues such as location, past purchases, and timing.
Niccol outlined a vision for a frictionless Starbucks experience — one where AI is so seamlessly integrated that ordering becomes almost effortless. He described a scenario where a customer could simply say, “Hey, I need my Starbucks order — I’ll be there in 10 minutes,” and have their drink waiting upon arrival. This forward-looking approach, centered on “anticipating what we know you’re going to order,” highlights Starbucks’s ambition to use AI not only to speed up service but also to personalize every cup.
Are robots replacing Starbucks baristas?
The question of whether an increased reliance on AI technology will lead to job replacement is inevitable, especially for Starbucks employees. But according to Niccol, the answer is currently no.
Niccol explicitly denied immediate plans for a robotic workforce, stating, “we’re not near that right now,” as reported by Fortune. Instead, he asserted that the company’s priority is actually increasing its human workforce, committing to putting “more partners back into our stores to give people a great, not robotic” experience.
Still, the reassurance comes amid major organizational changes. Starbucks recently announced a wave of store closures and layoffs as part of Niccol’s $1 billion restructuring plan, a move that has left some employees uneasy about what the future of automation could mean for the workforce.
Union fires back at Starbucks’ AI move
The coffee chain’s push toward using AI has drawn a sharp response from the union representing many of its workers, Starbucks Workers United (SWU). When TODAY.com reached out for comment, SWU members voiced strong criticism of the initiative.
For instance, Jasmine Leli, a three-year barista and union member from Buffalo, New York, criticized Niccol’s direction. Leli contends that under Niccol’s leadership, the company is “only going backward,” citing “declining sales and brand perception.”
The union also posted a video on social media appearing to address the company’s growing interest in AI technology. In the clip, a person portrays both Niccol and an employee, highlighting the challenges baristas face due to ongoing understaffing. The employee character expresses frustration, pointing out that no amount of AI technology can make up for a lack of hands during peak hours.
“Instead of fixing understaffed stores, Starbucks hands us a new AI tool that takes more time and creates tons of waste. Make it make sense! We know the real solution to the problems plaguing the company is a finalized union contract that includes better staffing — which is why hundreds of baristas continue to join our union every month 🔥,” the post’s caption read.