Journal · Restaurant tech
Starbucks wants AI in the drive-thru. What it means for the shop down the street
On Starbucks’ earnings call this week, CEO Brian Niccol said the company will start testing AI in its drive-thrus in fiscal 2027. The AI runs in the background and helps baristas enter orders while they talk with the customer. Starbucks is also looking at ways to recognize customers who opt in when they arrive, show them a personalized menu and make paying easier. Niccol said it’s early and didn’t give a timeline.
What it means for an independent shop
Starbucks has a lot of money to spend on this, and most local coffee shops and restaurants don’t. You don’t need it, though. The thing they’re testing is something a good local shop already does: knowing the regular, remembering the usual and getting them out the door fast.
A few things worth a look on your own setup:
- Know your regulars. Most POS systems can save a customer’s name and order history when they pay with a card or join your loyalty program. That gives your staff the same “welcome back” without any cameras.
- Make reordering easy. Online ordering with a saved “my usual” button does a lot of what an AI drive-thru is meant to do.
- Keep loyalty simple. A punch-card style reward tied to the card or phone number is enough for most shops.
- Ask about cost. If a vendor pitches AI ordering, ask whether it’s included or a new monthly fee, and what happens to your customer data if you leave.
What people are asking
Comments on the news raised fair questions. Some people asked how customer recognition would work and what data gets stored. Others wondered whether personalized menus could lead to different prices for different people. Starbucks says recognition is for customers who choose to take part. If you add any of this in your own shop, keep it opt-in and tell customers plainly what you save.
Plenty of people simply said they’d rather talk to a person. For a local shop, that’s still the edge.
If you want to see what your current POS can already do for regulars and loyalty, book a time with me or call 267-673-4013.
Source: QSR Magazine, “Starbucks Prepares for a ‘Major Tech Modernization’” ↗ · Also: Fast Casual, Oct 30, 2026 ↗
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