Starbucks pilots Green Dot Assist: AI boosts barista speed but sparks error concerns

Starbucks has introduced Green Dot Assist, an AI-powered virtual assistant developed on Microsoft’s OpenAI platform, in select stores to help baristas speed up drink preparation, troubleshoot equipment, and suggest food pairings.

The company aims to improve efficiency and meet CEO Laxman Niccols goal of serving customers their coffee in under four minutes. Starbucks claims that even small time savings from the AI tool can accumulate to enhance overall service speed.

“Green Dot Assist will help staff move faster,” Starbucks said, emphasizing the potential operational benefits.

However, the rollout has sparked mixed reactions among baristas. Some appreciate the quick access to recipes and procedures, while others express concerns about the AI generating inaccurate or incomplete prompts that could lead to order errors.

Baristas on Reddit noted, “While the AI helps speed things up, there’s a risk of mistakes if the prompts aren’t precise.”

This pilot comes amid broader industry trends, with a 2023 McKinsey report highlighting food service as one of the top five sectors vulnerable to job disruptions from automation. Additionally, a 2024 Deloitte survey found that over half of Americans expect AI to influence shopping habits within five years.

Starbucks’ experiment with Green Dot Assist reflects the balancing act between leveraging AI for efficiency and managing the risks of errors in customer service.

“Faster service does not always lead to lower prices,” the company acknowledged, indicating that speed improvements may not translate directly to cost savings for consumers.

As Starbucks continues to refine the AI tool, the industry will watch closely to see how automation reshapes the barista experience and customer satisfaction.

Starbucks is piloting Green Dot Assist, an AI tool built on Microsoft’s OpenAI platform, to help baristas speed up drink preparation and equipment fixes. While the AI aims to reduce service times, some baristas worry that errors from inaccurate prompts could increase, sparking debate over automation’s impact.