"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 in 500 Burger King locations across the United States. The system, powered by OpenAI and featuring a voice assistant named Patty, provides employees with recipe guidance, alerts managers about low inventory levels, and tracks customer service metrics. Patty monitors operational issues like equipment malfunctions and customer complaints submitted via QR codes. The technology also identifies when employees use hospitality keywords such as "welcome," "please," and "thank you." Burger King emphasizes the system functions as a coaching and support tool rather than individual employee surveillance. The broader BK Assistant platform will expand to all U.S. restaurants later in the year.
#ai-in-fast-food #employee-monitoring-technology #customer-service-automation #operational-efficiency #voice-assistant-technology
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