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Burger King Serves Up New AI… To Keep Employees In Check
Image courtesy of Burger King // Illustration by David Vendrell
Burger King is rolling out a new AI chatbot named Patty, accessible through employee headsets. But beware: Patty is judging you, too.
The Whopper Picture: AI is already making waves across the fast-food industry… with mixed results. Most top chains have tested AI drive-thrus, only to roll them back amid customer frustration. Burger King is hoping that deploying the tech with employees first will help work out the kinks and actually speed up orders.
Between The Burgers: Patty is the voice of Burger King’s new BK Assistant AI platform, powered by OpenAI.
Patty is designed to help workers with meal prep, burger construction, and cleaning questions through voice commands and audio responses.
The broader system will also track inventory, collect drive-thru metrics, and alert managers if a machine goes down.
If it detects that, say, the ice cream machine needs repair, it will remove items that rely on it from all points of sale to avoid customer frustration.
BK Assistant is rolling out to every Burger King restaurant this year, while Patty is being piloted in 500 locations.
Final Order: Here’s the wildest part of what Patty does: evaluate employee interactions with customers for “friendliness.” According to Burger King’s chief digital officer Thibault Roux, it measures how often workers say phrases like “please” and “thank you,” and allows managers to ask the chatbot about their store’s friendliness performance. It’s even testing a way to rate someone’s tone of voice… just in case there’s a hint of sarcasm.
So, sorry, Burger King employees… Patty is always listening.
Next Customer: Prepare for Burger King employees to seem extra nice in the coming years to stay in good standing… and perhaps for an unfortunate viral trend of customers trying to get them to crack.
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Today’s email was written by David Vendrell.
Edited by Nick Comney. Polled and Copy-edited by Kait Cunniff.
Published by Darline Salazar.