Burger King Trials Innovative AI Headsets to Monitor Employee Greetings and Courtesy

Burger King is stepping into the future with the trial of AI-driven headsets designed to enhance restaurant operations and customer service. These innovative devices, powered by OpenAI technology, are currently being tested in 500 locations across the United States.

The brainchild of Restaurant Brands International, the corporation behind Burger King, Popeyes, and other well-known franchises, these headsets promise to revolutionize the way fast-food outlets operate. They are equipped to recite recipes, notify staff about inventory shortages, and even monitor the politeness level of employees when interacting with customers.

Central to this system is “Patty,” a voice assistant that communicates directly with employees through their headsets. Patty’s capabilities include alerting managers when supplies like Diet Coke are running low and notifying them if customers report issues, such as an untidy restroom, via QR codes.

Beyond logistics, Patty serves as a culinary guide. Employees can inquire about the preparation of various menu items or instruct Patty to update digital menus when specific ingredients are no longer available. This feature aims to streamline kitchen efficiency and ensure menu accuracy.

In an effort to elevate customer service, Burger King is also considering utilizing Patty to monitor employee interactions. The system has the ability to track the use of courteous phrases such as “welcome,” “please,” and “thank you,” and relay this information to management to foster a culture of friendliness and professionalism.

When asked about that capability Thursday by The Associated Press, Burger King said the intent is to use Patty as a coaching tool, not a tracker of individual employees.

“It’s not about scoring individuals or enforcing scripts. It’s about reinforcing great hospitality and giving managers helpful, real-time insights so they can recognize their teams more effectively,” Burger King said in a statement.

Burger King added that the key words are “one of many signals to help managers understand service patterns.”

“We believe hospitality is fundamentally human. The role of this technology is to support our teams so they can stay present with guests,” Burger King said.

Patty is part of a larger app-based BK Assistant platform that will be available to all U.S. restaurants later this year.

Burger King is one of several fast food chains experimenting with artificial intelligence. Yum Brands said last spring it was partnering with Nvidia to develop AI technologies for its brands, which include KFC, Taco Bell and Pizza Hut.

McDonald’s ended a partnership with IBM in 2024 that was testing automated orders at its drive-thrus. The company is now working with Google on AI systems.