#customer-service-automation

#customer-service-automation

Burger King announced it is rolling out a new AI chatbot connected to employee headsets at hundreds of locations in the US as part of a platform called BK Assistant, powered by OpenAI, the maker of ChatGPT. Patty, what Burger King is calling its voice-enabled chatbot, will detect whether employees are using specific words when interacting with customers, including welcome, please and thank you.

As enterprise AI spending surges past $100B annually, a critical divide has emerged: while billions flow into horizontal AI platforms promising to solve everything, enterprises deploying these tools face a harsh reality check when their generalist agents struggle with the complexity of real-world operations. The disconnect is particularly acute in customer service, where voice remains the highest-stakes channel where one wrong answer can cost thousands in revenue or irreparably damage customer relationships.

Y Combinator startup Eloquent AI has raised $7.4 million in seed funding to provide AI-fueled customer service in the financial services industry. The startup says its AI product can help with complex, regulated workflows, such as onboarding new customers and unfreezing bank cards. Eloquent was cofounded by Tugce Bulut, who previously cofounded market research startup Streetbees. Bulut left the company two years ago. Last month it went into administration and laid off all staff.