Starbucks China plans to open a new store every 9 hours, how can AI solve the training challenge?

Article Summary：Faced with a large employee base, how can they address issues such as the lack of continuous training, difficulty in finding materials, and internal communication efficiency? This case study will reveal how Starbucks is leveraging Udesk’s GaussMind text robot to reduce costs and increase efficiency in employee training.

Starbucks China plans to reach a total of 9,000 stores in the Chinese market by 2025, with the number of employees increasing to 95,000. This means that in the next three years, Starbucks will be opening a new store approximately every 9 hours on average. For a chain enterprise, rapid business expansion also brings about increasing costs for employee training.

Faced with a large employee base, how can they address issues such as the lack of continuous training, difficulty in finding materials, and internal communication efficiency? This case study will reveal how Starbucks is leveraging Udesk’s GaussMind text robot to reduce costs and increase efficiency in employee training.

01 Case File

Company Name: Starbucks

Industry: Food and Beverage Chain

Segmented Track: Coffee

Key Personnel Position: HR

Software in Use: Udesk’s GaussMind

Applicable Scenarios: Recruitment; Knowledge Middle Platform; Intelligent Customer Service

02 Key Pain Points and Solutions

Pain Point 1: Lack of Continuity in Training Work

After new employees join, HR is busy with tedious daily work, sometimes leading to overlooked issues and a lack of smooth training processes.

Solution:

Udesk’s GaussMind integrates recruitment resumes with the Udesk’s ticketing system through its cloud service platform. HR can tag each ticket (e.g., “onboarding,” “confirmation,” or “departure”) and establish trigger rules. Whenever a ticket has the corresponding tag, it automatically creates a ticket rule that complies with the company’s processes.

Effect:

The setting of tags and rules has automated the entire lifecycle of ticket management, reducing the time cost of manual operations. Standardizing the operational process allows HR to provide continuous and efficient training support for employees.

Pain Point 2: Inconvenient Retrieval of Training Materials

The traditional one-to-many training model struggles to comprehensively cover training content. Additionally, new employees find it difficult to access training materials at any time.

Solution:

Udesk’s GaussMind enterprise search aggregates data from multiple sources, supporting various data types such as databases, documents, and web pages. Starbucks has used this to create the “AI Knowledge Central Platform,” covering internal training materials on coffee knowledge and store operations, allowing new employees to independently access and learn.

Employees can interact with a “online help” and chatbot to resolve common issues 24/7. The chatbot incorporates an AI reading comprehension model, enabling multi-turn self-service queries to provide authoritative answers and avoid unnecessary repeated communication for employees.

Effect:

Udesk’s GaussMind AI solution has built a unified knowledge sharing platform, reducing communication and training costs for the human resources department.

Pain Point 3: Low Internal Communication Efficiency

For large chain enterprises, different job requirements and welfare policies exist in various locations, making it challenging for HR to promptly address a large number of employee issues.

Solution:

By integrating with internal enterprise systems such as EHR, attendance, and OA, Udesk’s GaussMind AI intelligent text bot can provide real-time and accurate answers to most common questions, such as employee onboarding guidance, social security provident fund, work residence permit processing, and company rules and regulations, avoiding employees wasting time waiting for HR responses.

Effect:

By integrating with HR systems, Udesk’s GaussMind has reduced the time cost of repetitive work and improved internal communication efficiency by 40%. Employees can instantly obtain answers and solutions to common problems, leading to an 80% increase in overall satisfaction.

The tools behind it

Product involved: Udesk’s GaussMind

Udesk’s AI intelligent product line GaussMind focuses on speech and semantic fusion technology, independently researches and develops the leading AI infrastructure “Original Heart Engine” (ASR, NLP-PaaS), and through the closed-loop AI technology of “product application + knowledge middle platform + modular development platform”, comprehensively helps enterprises to create AI-native experiences in marketing, management, service and other scenarios.

》》Take our products for a spin—for free—to see how it can work for your business.

The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/starbucks-china-plans-to-open-a-new-store-every-9-hours-how-can-ai-solve-the-training-challenge.html