Burger King rolls out AI headsets that track employee 'friendliness'

"Burger King is testing artificial intelligence-powered employee headsets that monitor staff interactions with customers and oversee store operations. The AI system, called BK Assistant, compiles "friendliness scores" at the fast-food chain's locations based on employees' conversations, according to a promotional video the company shared with the BBC. The chain is currently piloting the system at 500 US restaurants."

"Burger King's chief digital officer told online publication The Verge that the fast-food outlet had trained the OpenAI-powered system to identify terms including "please" and "thank you" in order to evaluate staff friendliness. The system analyses audio from drive-thru interactions. All US Burger King restaurants are poised to have access to the BK Assistant AI platform by the end of 2026."

"An AI chat-bot dubbed "Patty", embedded in the headsets, answers questions from employees about how to prepare menu items and flags when a product needs restocking. But its ability to monitor restaurant staff tees up a debate about surveillance."

Burger King is piloting BK Assistant, an AI system embedded in employee headsets at 500 US restaurants that monitors staff interactions with customers and generates "friendliness scores" based on conversations. The OpenAI-powered system, featuring a chatbot named "Patty," identifies courteous language like "please" and "thank you" in drive-thru audio to evaluate employee friendliness. Beyond monitoring, the system assists employees by answering menu preparation questions and alerting staff about inventory needs. Restaurant Brands International states the tool streamlines operations and enables managers to focus on guest service. The company plans to expand BK Assistant to all US Burger King locations by the end of 2026, though the employee monitoring capability has generated online backlash regarding workplace surveillance concerns.

Read at www.bbc.com