Burger King Deploys AI to Monitor Employee Etiquette
Burger King introduces a new technological frontier into its stores through the launch of Patty, a chatbot equipped with artificial intelligence integrated directly into employees’ headsets. The system, which represents the operational heart of the broader BK Assistant platform, does not limit itself to providing technical support but acts as a true digital supervisor capable of evaluating the level of courtesy of the staff during interactions with the public.
Developed using OpenAI models, Patty was trained to recognize specific terms and ritual formulas considered essential to the customer experience, such as thanks and welcome greetings. The data collected allows managers to obtain detailed reports on the relational performance of their office, although the company emphasizes that the tool is designed primarily for training and coaching purposes rather than pure surveillance. In parallel, the voice assistant acts as a dynamic operating manual, answering immediate doubts about preparing products or maintaining smoothie machines.
Integration with new cloud sales systems allows the platform to manage the entire restaurant ecosystem in an automated way. If an ingredient runs out or a machine breaks down, Patty is able to update the digital inventory on every channel within fifteen minutes, from internal kiosks to drive-thru display boards, avoiding discrepancies between the offer displayed and actual availability. This logistics optimization aims to reduce operational friction and improve the overall efficiency of the service.
Despite the acceleration on the internal support front, the fast food giant maintains a cautious approach regarding the direct automation of orders through drive-thru, an area in which competitors such as McDonald’s or Wendy’s have already started extensive experiments. Burger King management still considers the technology a risky investment, limiting its application to fewer than one hundred restaurants. The expansion plan currently includes Patty debuting in approximately five hundred pilot locations, with the goal of extending the entire BK Assistant platform to all stores in the United States by the end of 2026.
