Burger King is testing artificial intelligence-powered employee headsets that monitor staff interactions with customers and oversee store operations. The AI system, called BK Assistant, compiles "friendliness scores" at the fast-food chain's locations based on employees' conversations. The chain is currently piloting the system at 500 US restaurants, a spokesperson for Burger King said. The company says the technology is not designed to "record conversations or evaluate individual employees". An AI chat-bot dubbed "Patty", embedded in the headsets, answers questions from employees about how to prepare menu items and flags when a product needs restocking. But its ability to monitor restaurant staff tees up a debate about surveillance. Burger King's chief digital officer told online publication The Verge that the fast-food outlet had trained the OpenAI-powered system to identify terms including "please" and "thank you" in order to evaluate staff friendliness. The system analyses audio from drive-thru interactions. All US Burger King restaurants are poised to have access to the BK Assistant AI platform by the end of 2026, a company spokesperson told the BBC.
BBQ - Is this a good use of AI for business or is it crossing the line for monitoring staff?
