Starbucks to test personalised AI menus at drive-throughs
Starbucks plans to explore personalised digital menus at drive-throughs, recognising participating customers when they arrive and making payment easier. CEO Brian Niccol described the idea during an earnings call, but said the work is at an early stage and the company will test what works before expanding it.
The plans resemble experiments by Taco Bell and McDonald’s, which are also adapting drive-through menus or orders using AI. From 2027, Starbucks will test background AI models to help baristas enter orders more accurately and efficiently. The company is also developing AI features for app search and discovery, and has begun accepting orders through ChatGPT.
In short
- Starbucks is exploring menus personalised for customers at drive-throughs.
- AI order-entry trials are planned to begin in 2027.
- The timing for personalised menus has not been announced.
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The case for
Personalised menus could make visits quicker and more convenient by recognising returning customers, surfacing relevant choices and simplifying payment. If carefully tested, AI tools could also help staff enter orders accurately and give customers more useful ways to discover drinks, while allowing Starbucks to improve service before expanding the system.
The case against
Personalisation at the drive-through could make customers feel tracked or steer their choices based on information they did not expect the company to use. AI suggestions and ordering tools may also introduce errors or add complexity for customers and staff, so a cautious approach should require clear privacy protections and evidence that the technology improves service.
Explained simply
Starbucks is an international coffee chain that sells drinks and food in its cafés, through its app and at drive-throughs. A drive-through lets customers order and collect without leaving their cars; digital menus display the choices on a screen.
The company is led by chief executive Brian Niccol. Starbucks has been adding technology to ordering, while other fast-food chains, including Taco Bell and McDonald’s, have also tried using AI to adapt drive-through menus or orders. These efforts matter because they could change how customers place orders and how staff handle them.
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Originally published by The Verge as “Starbucks wants to use AI to show you a ‘personalized digital menu’ at the drive-thru”.