Burger King has introduced an AI platform that connects a chatbot to employee headsets in US restaurants.
The system, called BK Assistant, uses OpenAI technology and is currently piloting in 500 locations.
The voice tool, named Patty, listens during customer interactions at the drive-thru.
It detects words such as “welcome”, “please”, and “thank you”.
Managers receive insights into overall service patterns.
The company says the tool supports coaching rather than monitoring individuals.
It aims to help teams handle complex tasks and improve guest experience.
The system does not score workers or enforce fixed scripts.
The platform also updates digital menus when items become unavailable.
It guides staff through recipes during food preparation.
It can notify teams when restrooms require cleaning.
Burger King plans to expand the technology to all US restaurants by late 2026.
The announcement triggered criticism online, where users questioned increased workplace surveillance.
The rollout follows McDonald’s decision to remove AI order-taking systems from more than 100 drive-thrus last year.
