Burger King is rolling out an artificial intelligence chatbot called “Patty” to support restaurant employees and enhance customer interactions. The tool is part of a broader system known as BK Assistant and is currently being tested in around 500 restaurants, said a Mint report.
Patty helps staff with day-to-day tasks such as meal preparation guidance and answering work-related questions through the headsets employees already use.
One of its key functions is analysing employee conversations with customers. The system listens for polite phrases like “welcome to Burger King,” “please,” and “thank you.” Managers can then review how well their outlet performs in terms of friendliness and service quality. The company says the tool is designed for coaching rather than monitoring or penalising staff.
Powered by OpenAI, Patty connects multiple parts of restaurant operations — including drive-thru conversations, kitchen equipment, billing and inventory systems.
Employees can ask the chatbot practical questions during shifts, such as ingredient quantities for menu items or instructions on cleaning equipment. This allows workers to get instant guidance without interrupting workflow.
The AI assistant is also integrated with Burger King’s cloud-based systems. If an item runs out of stock or a machine stops working, managers receive immediate alerts. Inventory updates automatically across kiosks, drive-thru menus and digital boards so unavailable items are quickly removed from ordering options.
According to Chief Digital Officer Thibault Roux, these updates can happen within about 15 minutes across the entire ordering ecosystem.
While Burger King is expanding its use of AI internally, the company is moving more cautiously on AI-powered drive-thru ordering. Similar technologies have already been tested by competitors including McDonald’s, Wendy’s and Taco Bell.
Roux said AI drive-thrus remain experimental and carry risks, noting that not all customers are comfortable interacting with AI while placing orders. For now, Burger King is testing AI drive-thru technology in fewer than 100 locations as it continues to evaluate the approach.
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