Speciality coffee roaster and retail chain Peet’s Coffee has begun rolling out the SoundHound AI voice agent tool for store employees in the US.
The initiative aims to give staff real-time, hands-free access to key information while serving customers.
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Known as Employee Assist, the system is a voice AI agent that can be accessed either through a headset microphone or via a tablet on the shop floor.
Using conversational language, employees can ask the agent for details on beverage preparation, ingredients, nutritional data, operational guidelines and troubleshooting steps.
Employee Assist technology is already live across Peet’s core US retail footprint and is scheduled to be introduced at all Peet’s coffee bars nationwide. Internally, the voice support is branded as “BaristAI”.
Peet’s Coffee retail senior vice-president Gordon Bitter said: “At Peet’s, we’re dedicated to delivering a top-tier customer experience, and that starts with empowering our employees with the knowledge and confidence they need to do a great job.
“With SoundHound’s Employee Assist agent, we’re giving our first-class teams access to all the information they need to deliver the best food and customer support – it’s like having a digital expert in every barista’s ears.”
The tool is said to have been designed to reduce reliance on printed manuals and other reference materials, as well as the time required to train new team members.
SoundHound AI chief product officer and co-founder James Hom said: “Peet’s Coffee is an iconic brand, known for its commitment to craft and quality.
“We’re proud to partner with them to showcase how voice AI can not only optimise operational efficiency but also create a more supported and seamless environment for employees.
“When you empower a team with instant, hands-free knowledge, it directly translates into a better experience for every customer who walks through the door.”
Earlier this year, burger chain Five Guys broadened its collaboration with SoundHound AI. The expanded arrangement will provide franchisees with increased opportunity to implement the technology in their own outlets.
