Burger King has introduced an AI chatbot to support restaurant staff.
The system connects to employee headsets in hundreds of US locations.
The tool, called Patty, runs on OpenAI technology.
It listens to customer interactions at the drive-through.
The software detects service phrases such as “welcome”, “please”, and “thank you”.
Managers will use the data to understand overall service patterns.
The announcement triggered strong criticism on social media.
Many users described the system as excessive workplace surveillance.
Burger King rejected claims that the tool scores individual workers.
The company described the platform as a coaching and support system.
Managers will receive real-time insights to improve operations and recognise good performance.
The wider BK Assistant platform also updates digital menus automatically.
It removes unavailable items from screens and the mobile app.
The system guides staff during food preparation after each order.
It can also alert teams when bathrooms need cleaning.
The software reviews drive-through conversations to improve order accuracy.
Burger King is testing the headsets in 500 restaurants.
The company plans a nationwide rollout by the end of 2026.
The launch follows McDonald’s decision to end its AI drive-through ordering trial last year.
