Starbucks plans drive-thru AI tests to identify regulars and speed up ordering

Starbucks plans to test background artificial intelligence models at its drive-thrus during fiscal year 2027, which runs through Sept. 28, 2027. CEO Brian Niccol announced the initiative on the company's fourth-quarter 2026 earnings call, aiming to streamline service for drive-up visits, which account for roughly half of all customer orders. The company did not specify where the testing will occur or whether it will impact drink and food prices. [1]

Rather than replacing workers with automated order-taking bots, the system will use background AI to automatically log items while human baristas converse with drivers. Starbucks is also exploring ways to identify participating customers as they arrive, presenting personalized digital menus and past orders. [1][2]

The drive-thru overhaul comes as Starbucks faces pressure to cut wait times against drive-thru rivals like Dutch Bros and 7 Brew. While other fast-food operators such as McDonald's have faced high-profile hurdles with voice-recognition bots, Starbucks is pursuing automated assistance that keeps employees at the microphone, even as academic observers warn that customer-facing AI still carries PR risks and edge-case errors. [1][2]