Starbucks plans to test artificial intelligence in its drive-thrus during fiscal year 2027, which ends Sept. 28, 2027. CEO Brian Niccol outlined the plan during the company’s fourth-quarter 2026 earnings call, saying the technology is intended to make drive-up ordering faster, more convenient and more personal. drive-thru customers account for roughly half of Starbucks patrons, he said.
The company is exploring systems that could help record orders more accurately and efficiently while baristas focus on speaking with customers. Starbucks is also considering ways to recognize returning customers as they arrive and present personalized digital menus with suggested purchases.
Starbucks has not specified where the tests will take place or what technology might be used to identify customers. A company representative did not confirm whether the systems would rely on methods such as facial recognition, license plate reading or mobile app detection. Details about customer consent and opt-out options have also not been provided. The company has not said whether the tests would affect prices.
Starbucks already uses AI tools in other parts of its operations. Green Dot Assist helps employees find drink recipes, troubleshoot equipment and coordinate staffing, while Smart Queue sequences orders placed in stores, through drive-thrus, on the mobile app and via delivery.
The planned trial comes as other fast-food chains test AI for drive-thru orders, with customer feedback described as mixed. Reported problems include incorrect orders, slow service and bots that struggle to answer questions. Starbucks’ proposal has also prompted privacy concerns and worries about algorithm-based pricing, although the company says it does not use surveillance pricing.
University of Washington AI researcher and associate professor Uttara M. Ananthakrishnan cautioned that automated customer service can struggle with accents and background noise, potentially leading to misunderstood orders. She also said customers may be more willing to use drive-thru AI if mistakes can be corrected quickly.
Starbucks says its technology is intended to strengthen human connection rather than replace it. The company has not outlined how the AI trial might affect staffing or workers’ roles.
Sources: CNET.