Burger King tests AI headsets to score friendliness

Burger King is piloting artificial intelligence (AI) powered employee headsets across 500 restaurants in the United States, introducing a system that monitors drive thru conversations and supports daily operations. The technology, known as BK Assistant, uses artificial intelligence (AI) tools to analyse service interactions and provide real time support to staff.

The fast food chain said the system is designed to improve efficiency and help teams focus on customer service. However, its ability to analyse employee conversations has sparked debate about workplace monitoring.

How BK assistant works

BK Assistant operates through headsets worn by restaurant employees. Embedded within the device is an AI chat bot named “Patty”. The tool answers staff questions about menu preparation, checks recipes and sends alerts when products need restocking.

According to BBC, in a promotional video, Patty informs a worker that a machine is running low on Diet Coke. In another example, an employee asks for a reminder on how to prepare a specific menu item. The assistant provides immediate guidance through the headset.

The system also analyses audio from drive thru interactions. According to company information, it identifies certain hospitality phrases such as “please” and “thank you”. It then compiles aggregated “friendliness scores” for each location.

Burger King said the system does not record conversations or evaluate individual employees. Instead, it measures overall service trends at store level.

Friendliness scores and monitoring

The friendliness score feature has drawn particular attention. In the promotional material, Patty tells a staff member that the team’s friendliness scores for the morning were the highest of the week.

Burger King’s chief digital officer told The Verge, that the OpenAI powered system was trained to recognise key hospitality terms during customer interactions. The aim is to assess the general tone of service being offered at a restaurant.

The company said it explored the use of aggregated keywords to understand service levels and recognise teams delivering strong hospitality. It added that hospitality remains human led and that the technology is intended to support staff rather than replace them.

Rollout across the United States

A spokesperson confirmed that 500 US restaurants are currently testing the AI platform. All Burger King locations in the United States are expected to have access to BK Assistant by the end of 2026.

Restaurant Brands International, the parent company of Burger King, said the tool is designed to streamline restaurant operations. It aims to allow managers and employees to spend more time on guest service and team leadership.

Customer service calls have been monitored in many industries for years, including fast food. Companies often review interactions to ensure staff follow service standards. Burger King’s new system applies AI technology to similar processes within the restaurant environment.

Wider industry shift towards AI

Other fast food brands are also investing in artificial intelligence. Yum Brands, which owns Taco Bell and Pizza Hut, announced a partnership with Nvidia last year to develop AI tools for restaurant operations.

The use of AI in restaurants includes drive thru automation, order accuracy tools and kitchen management systems. Companies say these technologies can reduce errors, improve speed of service and assist with staff training.

Burger King’s trial of AI powered headsets marks another step in the adoption of digital tools within the quick service restaurant sector. The company said it will continue refining the system as it expands access across its US network.