Artificial Intelligent Baristas: Cafe owners on how technology will affect industry

With the rise of artificial intelligence causing workers to strike with jobs under threat, cafe owners have come out and said they would reject technological advancements in the industry.

With the imminent rise of AI, some professions – particularly admin heavy jobs – will undergo major changes over the next decade,

As depicted in the video above, technology could soon allow AI baristas to perfect coffee brews – but some of Sydney’s biggest cafe owners are concerned the technology could negatively impact the industry.

“Robot attracts customers”

Denise Chung, owner of rising AI cafe Botbar in Brooklyn, said intentional locations were “in their plans” for the future.

Ms Chung said Botbar used AI tech to customise its programming for different cafe orders, using a robotic barista.

Botbar claim AI can ensure consistency with each brew and had the potential to be programmed to each customer’s preference by learning from user data.

AI cafe Botbar in Green Point, Brooklyn.

Botbar use the tagline “humans can be unpredictable; let the robot make your coffee” - claiming the robot can produce “perfect” coffees for its customers.

Ms Chung said Botbar wouldn’t directly compete with existing cafes - instead providing a “different” experience.

“The robot is part of the novel experience that attracts the customer,” Ms Chung said.

On average, she said two-to-three employees work with each robot in the store.

“Humans ensure the customers know how to interact with the robot and ensure the machines are running smoothly,” Ms Chung said.

“Exciting time for AI”

Scott Clark from Valentina’s Sydney said AI technology had potential to do positive things in the industry but can’t replace the human touch.

“It could be a great aid to staff to take pressure off during busy service times,” Mr Clark said.

Mr Clark said AI could be used to improve efficiency and consistency.

“It’s exciting to see how this type of tech is progressing, and I think it’s a pretty exciting time for AI in everyday life.”

Scott Clark from Valentina's Sydney, in Marrickville.

“No love or passion”

Ashfield Apothecary owner Mandeep Bhusal, 35, said cafes are built from human connection.

“AI baristas may be more efficient – but there’s no love and passion,” Mr Bhusal said.

Mr Bhusal said he would not support AI in the hospitality industry and said cafes play a larger role than simply providing coffee – acting as a mental retreat for customers.

“It’s more than a service, we’re their friends,” Mr Bhusal said.

Mandeep from Ashfield Apothecary.

He said coffee making is a highly specialised role and AI would undermine the perfect product baristas have worked hard to achieve.

“It’s not just frothing milk – there’s a lot of technique which adapts throughout the day with air temperature,” he said.

Mr Bhusal was confident coffee lovers would continue to support small businesses and local cafes if AI barista venues opened in Sydney.

Artificer Coffee owner Dan Yee recognised the positives of AI in the industry.

Barista Dan Yee at his Surry Hills Artificer Coffee shop. Photo: Bob Barker.

“It could assist in roasting and the back of house and quality control aspect but there is a subjective aspect which is personal to us and simply isn’t replicable,” Mr Yee said.

He said a key factor for memorable front of house service was the human element.

“The hospitality side is something that isn’t easily replicable as it’s such a personal thing with more than one ‘correct’ reaction,” Mr Yee said.

“An ATM gives great service but zero hospitality – it doesn’t take into account any empathetic emotion from the user, but does what it has to well.”

“The people are pivotal”

Mr Yee said he could see AI implementation in a commercial setting, but said customers value a personal experience.

“The people behind the machines are pivotal for most customers coming back through the doors,” he said.

“I know a few roles where AI has ‘replaced baristas’ but none are community focused specialty coffee bars. Maybe it’s a threat to commercial coffee outlets – we’ll sit back and see,” Mr Yee said.

CEO of Industry Beans Trevor Simmons said AI could automate processes.

Trevor Simmons from Industry Beans.

“Like every industry, AI can only build on the strengths we have – helping us take our service into new types of interactions through digital interfaces.”

“A human touch”

“Coffee however, will always need a human touch,” Mr Simmons said.

Chris Theodosi from Happyfield said he couldn’t see AI having a place at his business.

“There’s much more about getting a cup of coffee than the coffee itself. It’s getting out of the house, going to your favourite venue, seeing your favourite baristas, getting a compliment while you place your order, and then of course the barista making your cup of coffee to your specific liking,” Mr Theodosi said.

Mr Theodosi recognised space for AI in hospitality, but chose to actively reject technology in his business over recent years such as the QR code, in favour of customer service.

Chris Theodosi and Jesse Orleans from Happyfield in Haberfield.

“It’s special and becoming rare these days to get personal service from an experienced waitstaff,” Mr Theodosi said.

He said petrol stations and fast food chains could incur an AI takeover – but believed the technology has a long way to go.

“I saw an AI robotic bartender on show and it took seven people behind the scenes to operate it,” he said.

Yearn for human connection

St. Kai Founder Lachlan Allouche said coffee lovers yearn for human interaction.

“There’s a deluge of coffee lovers who search for interactive spaces where moments of magic and timeless memories are created with coffee as the vehicle,” Mr Allouche said.

He said AI could find a place at high volume coffee shops where a need for human interaction is less prioritised.

Lachlan Allouche, owner of St Kai in Mortdale.

“The smaller local cafe in the suburbs could use high grade AI to create opportunities to provide better customer service,” Mr Allouche said.

Mr Allouche believes AI is unable to connect with the complex human condition.

“There’s always going to be baristas diving deep with the tools they’re given and their devotion to provide cosy environments for their patrons, on any given day.”

Aykut Sayan from Circa in Parramatta.

Aykut Sayan from Circa said AI could have a “positive influence” on the industry.

“Over the years, we’ve adapted to include new innovations to assist with creating the perfect brew, adding tools which help save time while providing consistency and automation – AI is no different,” Mr Sayan said.

He believed AI will never replace the art of coffee making and roasting.

“AI will provide more streamlined solutions to assist humans with perfecting their art,” Mr Sayan said.