Starbucks…Using AI to make sure your drink is “Ahhh, just what I needed!”
Starbucks uses AI in the mobile App rewards program and they are doing it just so that they can get your drink just right! For starters, a mobile app user can use the app with a voice assist program to communicate directly with one’s barista. In addition, they can browse your buying history to determine what drinks you currently like most and what you may go for in the future. It also takes into consideration the day, time, and location of your purchase to better understand your needs. Last, Starbucks also uses information obtained through AI to determine what drinks are most popular and which are not selling much to determine what menu items to keep and what items to sell.
In an interview with Yahoo! Finance, Starbucks COO explained that Starbucks is primarily using AI to enhance their drive through system which is being completely reworked since the start of the pandemic and such a large rise in interest in contactless options. Primarily, the company is using AI to make almost customized screens at the drive through so that people can see drinks that would suit their fancy based on their past buying experiences and habits.
Starbucks also mentioned that about 50% of their sales come from their mobile app which is primarily powered by AI and that also is allowing for more customizable menus for customers.
I happen to love the Starbucks experience, I love going in for a fresh cup of coffee. I do think their coffee is superior to other locations, and there is something so wonderful about a Starbucks cup. My concern is that once Starbucks shifts more and more to this customizable menu based on the individual, there is less driving the individual to constantly come back because they know what they are always going to get. I tend to think that people enjoy coming to the store and seeing what “new options” are available so that they could try something different. The more that things are SO personalized, the less of an experiential time a person has in the store itself.
Sources:
https://www.meetcortex.com/blog/7-brands-that-use-ai-and-brand-experience
https://www.yahoo.com/now/starbucks-to-use-ai-at-the-drive-thru-151414041.html
