Starbucks says it will begin testing AI for drive-thru ordering during its 2027 fiscal year, which ends Sept. 28, 2027. The initiative is described as an effort to make ordering faster, more convenient and more personal for drive-up customers, who account for about half of all Starbucks patrons. The company would test background AI models for drive-thrus, with no specifics on locations or pricing effects.

CEO Brian Niccol indicated that AI could input orders more accurately and efficiently while baristas engage with customers to preserve a personal connection and speed up service. The AI concept includes recognizing repeat customers as they approach and offering personalized digital menus and suggested purchases. Starbucks did not confirm which technologies would be used and said a representative could not specify specifics.

Starbucks notes it already uses AI in operations through Green Dot Assist, which helps workers look up recipes, troubleshoot equipment and coordinate staffing, and Smart Queue to determine order sequencing across in-store, drive-thru, mobile app or delivery channels.

Industry context shows other fast-food chains testing AI for drive-thru orders, with mixed customer feedback on accuracy and service quality. Analysts caution about edge cases, privacy concerns and potential labor implications. Starbucks has faced union activity and labor relations scrutiny in recent years, fueling speculation about how AI could impact workers.

Starbucks states its overarching goal is to strengthen human connection, not replace it, even as it expands automation efforts. The company has faced activist organizing at numerous stores and has taken steps under CEO Niccol to streamline operations and adjust staffing.