Kit Roberts
Starbucks has opened up about ongoing rumours about 'robot baristas' being introduced into its coffee shops.
CEO Brian Niccol spoke about the coffee giant's plans to use AI in its locations, which has sparked speculation of fully automated coffee shops.
It comes not long after the company has faced widespread strike action in the US, with employees at several locations successfully unionising to fight for better pay and working conditions.
Speaking at Salesforce's Dreamforce conference, Niccol explained how Starbucks plans to employ AI.
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This included addressing some of the rumours of fully automated coffee shops.
Niccol said that Starbucks had plans to use AI to help streamline customer service and to help its employees better deal with the multiple conflicting priorities that come with a busy shift.
According to Fortune, he said that the goal at Starbucks is to use AI to make it the 'world’s greatest customer service company again'.
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He explained that Starbucks is hiring 'more partners back into our stores' and looking at providing 'a great, not robotic' experience, which emphasises 'real craft'.
Among the ideas for this is the 'Green Dot Assist', a digital assistant announced in June 2025, which Niccol described as a 'barista assistant'.
In a statement announcing the tech, Starbucks said: "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."
It added: "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."
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At present the company uses a 'first in, first out' system when it comes to preparing orders, but Niccol has said that AI might help staff to use different systems and work through 'bottlenecks' between in-store orders, drive-thru, and delivery.
It's not the only Starbucks rumour addressed lately, with a staff member explaining why customer's names are often wrong on a cup.
While there is a longstanding belief that this is so people will post their cup online for free advertising, one worker explained how baristas are just very busy and tired in a loud, bustling environment so honestly just don't hear.
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They also write the names on the cups in the first place not as a major marketing ploy, but as a food safety measure.
If you have two people called Jane and one has a soy allergy, it can make the distinction between the two cups clearer when preparing the drink so that someone with an intolerance doesn't get the wrong cup.