Burger King tests AI headsets that will know if employees say 'welcome' and 'thank you'

"The system collects data on restaurant operations and shares it via "Patty," a voice that talks to employees through their headsets. If the drink machine is low on Diet Coke, Patty will tell the store's manager. If a customer uses a QR code to report a messy bathroom, the manager will be alerted."

"Burger King said it's also exploring using Patty as a way to improve customer service. The system can track when employees say key words like "welcome," "please" and "thank you" and share that with managers."

""It's not about scoring individuals or enforcing scripts. It's about reinforcing great hospitality and giving managers helpful, real-time insights so they can recognize their teams more effectively," Burger King said in a statement."

Restaurant Brands International is piloting AI-powered headsets called Patty in 500 U.S. Burger King locations. The system uses voice technology to assist employees by reciting recipes, alerting managers to low inventory levels, and tracking operational issues like bathroom cleanliness reports. Employees can query Patty about menu preparation or remove items from digital menus when ingredients run out. The headsets monitor employee use of hospitality keywords such as "welcome," "please," and "thank you," providing managers with service pattern insights. Burger King characterizes this capability as a coaching tool rather than individual employee surveillance, emphasizing that the technology supports teams in delivering better customer service. The broader BK Assistant platform will expand to all U.S. restaurants later this year.

Read at Los Angeles Times