How Peet’s used AI to put coffee knowledge at every barista’s fingertips

At a Glance:

• Mission: Reimagine how baristas access knowledge — moving from static training materials to real-time, AI-enabled support during every shift.
• Solution: BaristAI, a voice-native AI teammate built with SoundHound, deployed behind the counter across Peet’s US stores.
• Results: 90% of barista queries resolved in ~5 seconds, enabling faster service and improved quality.
  

The opportunity: providing operational information to baristas in real time

Peet’s has simplified the barista experience across menu, process, and training. BaristAI builds on that foundation by making the latest information instantly accessible in the moment it’s needed. This enables teams to stay aligned and deliver consistent quality without slowing down.

Meet BaristAI

A voice-native AI agent that provides baristas with real-time access to operational knowledge, helping them execute with confidence while staying focused on the customer.

“We’ve equipped our baristas with a tool that delivers the right information in real time — so they can focus on what matters most: serving great coffee and creating a great customer experience.”

Gordon Bitter
SVP Retail, Peet’s Coffee

Fast answers in the flow of work

BaristAI leverages SoundHound’s voice AI to deliver low-latency responses, giving baristas immediate access to operational knowledge without interrupting service.

• 90% of queries answered in ~5 seconds
• Instant access to thousands of pages of knowledge

Extending training into day-to-day execution

Peet’s maintains a strong, standardized training program. BaristAI complements that foundation by providing in-the-moment access to trusted information during each shift.

• Better in-the-moment decision support
• Fewer interruptions during service
• Consistent adherence to standards
• Higher quality customer interactions

Every location stays aligned

Peet’s operates with a clear service model and strong standards across all stores. BaristAI reinforces this by making approved information easily accessible in real time.

• Immediate access to up-to-date information
• Easier alignment across stores and shifts
• Faster confirmation of procedures
• Consistent execution without slowing the café

Supporting visual workflows

BaristAI also supports visual workflows through SoundHound’s vision AI, allowing baristas to access familiar training materials and identify products quickly.

• Access cheat sheets instantly
• Identify products via images
• Interpret drink tickets into preparation steps

How BaristAI works

The system understands barista questions, routes them to the correct domain, and delivers precise answers instantly using structured knowledge.

• High-accuracy voice recognition
• Task routing across domains
• Precise answer retrieval

What's next

Peet’s is expanding BaristAI into additional operational areas, with the goal of scaling access to knowledge across the business while maintaining strong service standards.