TCU Neeley Professor: At Starbucks, AI Actually Preserving the Human Touch

TCU Neeley Professor: At Starbucks, AI Actually Preserving the Human Touch

https://www.tcu.edu/news/2026/tcu-neeley-professor-at-starbucks-ai-actually-preserving-the-human-touch.php

Publish Date: 2026-05-26 17:39:00

Source Domain: www.tcu.edu

• Ken Corbit, assistant chair of marketing at Texas Christian University’s Neeley School of Business, argues in an op-ed that AI is enhancing customer service in major restaurants.
• In places like Starbucks and Chipotle, AI is reducing wait times and streamlining operations, which improves workflow rather than eliminating jobs.
• AI technologies are used to troubleshoot recipes and advise on equipment adjustments at these restaurants, showcasing a dual role in enhancing efficiency and supporting employees.
• These AI implementations are part of a strategy to improve efficiency while maintaining personalized and smooth customer service – preserving the “human touch” in an increasingly automated environment.
• This represents a different narrative to typical fears surrounding AI in the workforce, where employee retention is focused on enhancing service rather than displacement.