Starbucks CEO says AI is a ‘co-pilot,’ not a substitute for workers

Starbucks is experimenting with artificial intelligence in a bid to turn around its business and gain an edge in a competitive industry. But even if the coffee giant advances automation, its CEO, Brian Niccol, insists it is designed as a support tool rather than a substitute for workers.

“It’s more of a co-pilot than a replacement,” Niccol told FOX Business in a September interview where he explained how human connection is key to the brand’s turnaround efforts.

Niccol said the company recently invested more than $600 million to bring more workers, whom the company calls “partners,” back into its stores. The goal, he said, is to “provide that human connection.”

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“I think one of the things that people really appreciate is the humanity of Starbucks. And that will never go away. We have to have know-how,” he said. “We have to have a connection. And we have to have a community cafe.”

However, Starbucks is strongly look at technologyrecognizing that this can significantly ease pressure on workers and increase productivity. It is now considered essential to compete in today’s environment, as companies in the retail, food service and heavy operations industries have aggressively adopted AI to eliminate repetitive tasks, reduce human errors and reduce operational costs.

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In June, the company announced its Green Dot Assist, a virtual assistant designed to help baristas manage workflows through an iPad system. For example, if a barista needs a quick reminder of the ingredients in a seasonal drink, Green Dot Assist provides guidance.

The company also rolled out a new tool that uses an iPad to automatically scan inventory in the backroom, removing the need for employees to manually count items.

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“I think there’s going to be a lot more breakthroughs on how we can use AI in our business. And that’s something that we’re going to experiment with, we’re going to learn, and I think it will continue to be a part of the business,” Niccol said.

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Although he’s not sure how it will play out, Niccol said he “definitely feels like there’s a big step forward that we’ll continue to work toward.”