Starbucks to Launch AI Tests at Drive-Thrus by 2027

Starbucks is preparing a new phase of AI experimentation for its drive-thrus, while remaining cautious about the timeline for personalized menus. Tools already exist for both customers and employees, and background tests are planned to begin in 2027. The chain is thus part of a movement where Taco Bell and McDonald's are piloting their own systems.

No date for personalized menus, technical tests announced for 2027

No timeline has been communicated yet for the deployment of personalized digital menu boards in the chain's drive-thrus. Brian Niccol indicates that the project is in its early stages and that Starbucks will take a gradual approach, testing, learning, and developing what works. Additionally, starting in 2027, Starbucks plans to launch trials of AI models in the background at its drive-thrus to help baristas record orders more accurately and efficiently.

AI features already active for customers and employees

Starbucks already allows its customers to place orders via ChatGPT. For its employees, the chain has implemented Green Dot Assist, an AI tool that answers questions about recipes or service standards.

Drive-thru personalization and competition: projects and pilots

Starbucks is considering using AI to recognize participating customers upon their arrival at the drive-thru, display personalized digital menus, and simplify payment. The company also plans to integrate AI into the search and discovery functions of its app, and could eventually enable conversational and agentic ordering. Other chains are testing similar devices: Taco Bell is experimenting with digital menu boards that vary their presentation based on each vehicle, while McDonald's is piloting a chatbot, ArchIQ, in some drive-thrus that can identify regular customers and suggest their usual orders.