Starbucks Introduces AI-Enabled Espresso Machines In Stores, Improving Customer Experience, Loyalty Programs And Encouraging Significant Growth

Feb. 3, 2020

Starbucks is bringing 4,000 AI-enabled espresso machines into its stores this year, Starbucks Corp.'s Chief Operator Officer, Group President & Director Rosalind Gates Brewer noted in the company's Q1 2020 earnings call.

About 1,900 of these Mastrena II machines were installed last year, in a move that has reduced the time it takes for delivery of beverages and increased the ability for workers to interact with customers, Brewer said during the call.

Customer connection scores are at record numbers due to a number of factors, including reducing menial tasks store managers and baristas have to do at the stores, Brewer reported. Starbucks has also seen significant growth in cold coffee, especially during the morning and afternoon hours, and the Starbucks Rewards loyalty program, she said.

"So we are learning from what's happening as we align AI to our equipment, and then the work that comes out of our loyalty programs and getting us closer to customers' expectations," Brewer said. "And it's making a difference."

See Starbucks' Q1 Fiscal 2020 results here.


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