Burger King has introduced an AI chatbot that connects to employee headsets in US restaurants.
The system forms part of a new platform called BK Assistant.
The voice tool, named Patty, listens during customer interactions.
It can detect polite expressions such as “welcome”, “please”, and “thank you”.
The company says the technology helps managers understand service patterns.
The announcement triggered criticism on social media.
Many users described the idea as excessive workplace surveillance.
A company spokesperson rejected claims of individual monitoring.
Managers will not score staff or enforce fixed scripts.
The tool aims to support coaching and improve guest experience.
The platform also updates digital menus when items sell out.
It guides workers through meal preparation after orders arrive.
The system can even flag bathrooms that need cleaning.
The headset monitors drive-through conversations to improve order accuracy.
Managers receive real-time operational insights.
Burger King is testing the technology in 500 locations.
All US restaurants should receive it by the end of 2026.
The rollout follows McDonald’s decision to abandon its AI drive-through ordering system last year.
