"It's truly meant to be a coaching and operational tool to really help our restaurants manage complexities and stay focused on a great guest experience. Guests want our service to be more friendly, and that's ultimately what we're trying to achieve here."
"On a day-to-day basis, Patty has an array of functions, from letting a manager know if a store is low on onions to helping an employee build a new burger. But it has another role that's raising quite a few eyebrows: analyzing Burger King locations based on "friendliness" by tracking employees' use of key phrases."
"Patty began showing up at select locations about a year ago, and is now in a pilot phase at approximately 500 Burger Kings. It's expected to roll out to the rest of the chain's U.S. locations by the end of the year."
Burger King introduced Patty, a voice-activated AI assistant, to approximately 500 U.S. locations in a pilot phase, with plans for full rollout by year-end. Patty performs operational functions including inventory management, sales analysis, and employee task support. The system also monitors customer service quality by tracking employee use of specific phrases like "Thank you" and "Welcome to Burger King." While some online commenters express concerns about employee surveillance, Burger King's chief digital officer emphasizes Patty functions as a coaching tool rather than individual performance monitoring, designed to enhance guest experience and operational efficiency.
Read at Fast Company
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