Burger King has begun testing the BK Assistant system, based on artificial intelligence from OpenAI. The tool named 'Patty' is integrated with employee headsets and analyzes their conversations with customers, assessing the level of politeness by detecting words such as 'please' and 'thank you'. While the company claims it is a training aid, the solution raises controversies regarding employee surveillance in the service sector.

BK Assistant System and Patty Chatbot

Technology based on OpenAI monitors employee conversations, assessing their personal manners and courtesy towards customers.

Large-Scale Testing in the USA

The system is already operational in 500 locations and is set to be deployed nationwide by 2026.

AI Operational Support

The Patty bot also helps with checking dish recipes and monitoring real-time inventory levels.

Controversy Over Surveillance

Critics warn of excessive behavioral control of employees and psychological pressure in the workplace.

The American fast-food giant Burger King is implementing the advanced BK Assistant platform, which effectively serves as a digital overseer. The system is currently being tested in 500 restaurants in the United States, and by the end of 2026, it is set to cover all the chain's outlets in the country. A key component of the technology is the chatbot Patty, which uses language models provided by OpenAI. This software, operating directly in staff headsets, monitors interactions conducted, among other places, at drive-thru windows. Officially, the system is meant to support employees in their daily duties. Patty can remind staff of a dish's recipe, inform them of low beverage inventory, or report kitchen equipment malfunctions. However, the most controversial feature is the creation of so-called 'friendliness indicators'. The AI has been trained to recognize specific polite phrases, such as 'welcome to Burger King', 'please', and 'thank you'. Based on this, management receives reports on the level of service at a given location. The chain's Chief Digital Officer, Thibault Roux, emphasizes that the tool is intended for coaching and aims to help improve service quality, and the company is already working on modules that recognize tone of voice. The fast-food service sector has struggled for decades with high staff turnover and pressure to automate processes. As early as the 1970s, McDonald's introduced rigorous standards for employee movement sequences, which today are evolving towards digital monitoring of behavioral parameters. Critics of the solution raise arguments about excessive surveillance of the lowest-paid workers. The introduction of a 'digital shepherd', as some media outlets call it, could lead to increased stress and dehumanization of work. Burger King representatives counter these accusations, arguing that the system integrates data from multiple sources – from sales systems to work schedules – which ultimately aims to facilitate restaurant management and eliminate operational errors. Nevertheless, Patty's success could set a new, rigorous standard for supervision across the entire service industry. „This is all meant to be a coaching tool.” — Thibault Roux

Mentioned People

  • Thibault Roux — Chief Digital Officer at Burger King
  • Tom Curtis — President of Burger King for the US and Canada market