Burger King Tests AI Headsets for Staff Interactions

Burger King is currently conducting trials of artificial intelligence-powered headsets designed to assist staff and monitor customer service interactions. The system, which can recite recipes and alert managers to low inventory, is undergoing testing in 500 United States restaurants, according to Restaurant Brands International. This organisation oversees the Burger King, Popeyes, and other fast food chains.

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The technology gathers operational data and communicates it through an audible assistant named "Patty" directly to employees via their headsets. Should a drinks dispenser be low on a particular product, Patty will inform the store's manager. Similarly, if a customer reports a cleanliness issue using a QR code, the system notifies the manager immediately.

Employees have the option to ask Patty for instructions on preparing various menu items or to direct Patty to remove out-of-stock products from digital menus. And, Burger King is investigating the potential for Patty to enhance customer service interactions across its establishments. The system possesses the capability to identify when employees articulate specific words, such as "welcome", "please", and "thank you", subsequently sharing this information with management personnel.

Burger King clarified that the intention behind this capability is for Patty to act as a coaching instrument, rather than a method for monitoring individual employees. The company stated that it is not concerned with scoring individuals or enforcing specific scripts. It aims to reinforce good hospitality practices and provide managers with useful, real-time insights for more effective team recognition.

The fast food giant added that these specific keywords constitute one of several indicators used to help managers discern overall service patterns. They hold the view that hospitality remains fundamentally human, and the technology's primary function is to support teams so they can remain engaged with customers.

Patty forms part of a wider app-based programme named BK Assistant. This platform is scheduled for rollout to all Burger King restaurants across the United States later in the current year. But, Burger King is not alone in its pursuit of advanced technology solutions.

Other fast food chains are also exploring the application of artificial intelligence within their operations. Yum Brands, for example, which includes KFC, Taco Bell, and Pizza Hut under its umbrella, announced a partnership with Nvidia last spring. This collaboration aims to develop AI technologies tailored for its various brands.

McDonald's terminated a prior collaboration with IBM in 2024, which had involved testing automated order systems at its drive-thrus. The company has since shifted its focus, now collaborating with Google on new artificial intelligence systems to support its business functions.

• Burger King is trialling AI headsets in 500 US restaurants.

• The system, named "Patty," recites recipes, monitors inventory, and relays customer feedback.

• Patty also tracks employee use of phrases like "welcome," "please," and "thank you."

• Burger King states the tracking function is a coaching tool for managers, not for individual employee scoring.

• Other fast food chains, including Yum Brands and McDonald's, are also developing AI systems.

Source: AP News