Burger King is using AI to track how often employees are thanking customers
Burger King is testing a new AI assistant that not only helps employees, but also monitors how friendly they are to customers. The AI assistant, named BK Assistant, was developed by OpenAI and is currently in the pilot phase.
Artificial Intelligence (AI) is everywhere, be it your home, car or your workplace. And now, at Burger King too. The fast-food chain is reportedly testing new AI-powered handsets that not only help employees but also rate their ‘friendliness’ to customers.
The new AI platform, named BK Assistant, is powered by OpenAI. Currently, the system is in the pilot phase in approximately 500 restaurants across the United States. In these outlets, employees get to wear AI-powered headsets that house a new AI chatbot, named “Patty”. Here is how it works.
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AI to monitor how friendly employees are at Burger King
Thibault Roux, chief digital officer at Burger King, told The Verge that the AI system was designed to recognize certain words and phrases, such as “Welcome to Burger King,” “Please,” and “Thank you.” This will help managers understand how “friendly” their staff is based on the number of such phrases identified by the headset.
In addition to this friendly score, ‘Patty’ helps employees with menu preparation tips, reminds employees how to assemble items, and flags low inventory.
Will Burger King’s AI record my conversation?
However, Burger King claims that the headsets do not record any conversations, and do not monitor each staff member individually. Instead, Burger King says the platform uses ‘aggregated keywords, such as common hospitality phrases’ to assess overall team service.
Burger King says the tool is designed to “streamline restaurant operations” rather than single employees. “It’s all meant as a coaching tool,” Roux explained.
But how does this AI work?
A demonstration at Restaurant Brands International’s recent investor event highlighted how the tool works in real time. Chatbot Patty informed an employee that a machine was low on Diet Coke and assisted with recipe reminders.
In another example, ‘Patty’ told an employee, “This morning the team’s friendliness score was the highest it’s been this week.” Managers can request a location or shift’s favorability score, but the exact metrics driving these scores remain opaque.
Other fast-food brands are also exploring AI-powered services. Chains such as Taco Bell and Pizza Hut under Yum Brands have announced partnerships to develop similar tools, which could raise more concerns over privacy and surveillance.
