Fast food brand Burger King uses AI headsets to support and monitor how friendly employees are with customers.
In an announcement on January 26, Restaurant Brands International, the company that owns Burger King, said that headphones with integrated artificial intelligence are being tested at 500 stores in the US. The system will collect data about store operations and share it through “Patty” – a virtual assistant that communicates with employees using headphones and responds in real time. Patty is part of the BK Assistant platform powered by OpenAI.
When the beverage dispenser runs low on soda or a customer uses a QR code to report a dirty restroom, Patty will notify the store manager. Employees can ask Patty how to prepare a dish or ask it to remove items from the electronic menu when it runs out of ingredients.
Burger King is also looking into using Patty to improve customer service. This AI can track when employees say keywords like “welcome”, “please”, “thank you” and share that information with management.
However, Burger King said they want to use Patty as a training tool instead of monitoring and grading each employee and forcing them to speak according to a script. “The goal is to strengthen the spirit of hospitality, providing managers with useful real-time information so they can recognize employee contributions more effectively,” a fast food brand representative told AP.
According to Burger King, the above keywords are just “one of many signals that help management better understand how to serve customers.” This brand shares: “We believe that hospitality is still fundamentally a human factor. The role of new technology is to support staff so they can focus on serving customers.”
Employees work at the Burger King chain of stores. Image: Burger King
Despite testing the integration of AI into employees’ headsets, Burger King is not ready to widely deploy drive-thru service (buying without leaving the car) integrating AI, something that fast food chains such as McDonald’s, Wendy’s and Taco Bell are trying to do. “We are tinkering and exploring, but it’s still a risky gamble. Not all customers are ready for that,” Thibault Roux, Burger King’s Chief Digital Officer, told Verge. He added that the company is testing the AI-integrated drive-thru service at less than 100 stores.
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