NEED TO KNOW

  • Starbucks CEO Brian Niccol revealed how the company was planning to implement AI to streamline service
  • He addressed concerns that real baristas would be replaced by robots, saying that the focus was instead on creating artificial intelligence systems that would work as assistants for human employees 
  • In the future, Niccol envisioned a scenario where customers could place an order simply by speaking to their phone

Starbucks is looking into the future and embracing the rise of AI.

While speaking at Dreamforce, CEO Brian Niccol spoke about how the company has begun to utilize artificial intelligence and even addressed concerns about fully robotic coffee shops.

Niccol said that the goal right now is to use AI to help make Starbucks the “world’s greatest customer service company again,” according to Fortune.

Starbucks CEO Brian Niccol.

Michael Reaves/Getty

In order to achieve that, it is not about developing a robotic staff. Instead, the CEO stressed that Starbucks’ goal is currently to bring “more partners back into our stores” with a focus on providing “a great, not robotic” experience and an emphasis on “real craft.”

The key place that AI is assisting with that currently is via the company’s Green Dot Assist. First announced in June 2025, Niccol described the system as being like a “barista assistant.”

It currently helps employees if they’re unfamiliar with the steps for crafting a drink or if other problems arise in a store. Using technology that Starbucks refers to as “smart Q,” AI has also helped with the “bottlenecks” that occur as baristas prepare drinks that are ordered in store, via drive-thru, for mobile pickup and for delivery all at once.

While the company handled orders on a “first in, first out” basis,” Niccol noted that it wasn’t the most efficient way and hoped that AI could assist with determining a better order.

One place customers will be be able to experience the use of AI in the future is on the company’s mobile app. The CEO envisioned a day in which orders could be placed without even having to open the app.

In an ideal world, a customer could simply tell their phone, “Hey I need my Starbucks order I’ll be there in 10 minutes,” and have their order placed, Niccol said.

In a June press release, Green Dot Assist was described as “a virtual assistant built to help baristas in real time.”

Starbucks’ Green Dot Assist.

Starbucks

“Instead of flipping through manuals or searching for answers, partners can now ask questions on in-store iPads and receive instant, conversational responses. With this new solution, we’re simplifying access to essential information in the flow of work for partners, making their jobs a little easier while they build confidence and expertise,” the release stated.

Stock image of Starbucks.

Matthew Horwood/Getty 

The store was piloted in 35 shops with plans to expand it in the future.  

“This is a new era of innovation at Starbucks—one where AI enhances the partner experience and strengthens the connection between baristas and customers. Because when we invest in our partners, we’re investing in the future of our Starbucks experience,” the release read.

PEOPLE reached out to Starbucks for additional comment on plans for AI.