With core AI technology, Udesk built an intelligent internal service system for Starbucks, solving retail operations and employee management challenges to achieve efficient digital operations.
Starbucks, a leading global coffee chain brand, operates in many countries around the world. Its workforce structure is complex, including full-time, part-time, and intern employees.
Internal daily operational work—such as HR benefits inquiries, store training, IT maintenance, and finance coordination—is very heavy. The traditional management model cannot meet large-scale development needs.
Learn About Related CasesBefore implementing the Udesk solution, Starbucks faced various operational obstacles that hindered the efficiency of internal service and employee management in large food retail.
Relying only on internal phone lines for inquiries, with complicated employee identity verification, low communication efficiency, and no unified service entry point.
Store operations training manuals, coffee skills, and employee policies are numerous; manual search is time-consuming, and employee learning costs are high.
There is no standard process for classifying employee issues; the old ticketing system lacks automation, cross-department collaboration is complicated, and the process is not transparent.
Many operational manuals are hard to apply and reuse, making it impossible to carry out intelligent, standardized operational upgrades across all regions.
It integrates core AI technologies such as intelligent AI answering, natural language processing, and machine reading comprehension. Based on WeChat Work and a dedicated internal app, it builds a three-layer AI-driven intelligent employee service system.
It achieves intelligent enhancement and automation across all scenarios—employee inquiries, knowledge search, and ticket flows—a complete solution for large food retail with a large workforce.
A multi-round conversational AI bot trains an exclusive knowledge base from many operational manuals. It independently handles employees’ daily inquiries, answers high-frequency questions accurately, and transfers to human agents seamlessly in complex scenarios.
AI machine reading comprehension algorithms integrate more than 30 operational, benefits, and training manuals. The AI can independently retrieve accurate answers from the document set without configuring many manual question-answer pairs.
An intelligent ticket automation engine classifies employee issues smartly and assigns them to the relevant department automatically. It achieves intelligent cross-department collaboration and automatic progress synchronization.
Implementing Udesk’s intelligent employee service system delivered a transformative impact on Starbucks’ operations across all regions.
The AI Chatbot covers more than 90% of employees’ high-frequency questions thanks to deep learning and natural language processing technology. Intelligent interaction replaces manual answering, significantly reducing HR learning and communication costs.
The intelligent Ticketing System flow engine automates the entire process of issue classification, assignment, collaboration, and follow-up. The service process is traceable and standardized across all retail outlets.
The intelligent self-service system handles many repetitive inquiries, freeing the HR team to focus on core management work and raising the company’s level of intelligent internal management.
Internally, the Large Model Knowledge Base intelligently repurposes all operational manuals. Externally, it expands AI to user scenarios such as points checking, store search, and ordering.
We dive deep into the digital upgrade of large food retail service, adapting to the business characteristics of chain stores with many employees, high turnover, and heavy operations. We help companies save costs, improve efficiency, and standardize operations.
Through the AI Chatbot, Large Model Knowledge Base, and intelligent Ticketing System — an integrated solution for modern retail.
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