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Burger King has introduced an artificial intelligence chatbot named Patty, designed to integrate directly into the headsets worn by its staff members. This voice-activated tool forms a core component of the broader BK Assistant system, which supports workers in preparing orders while also assessing their customer engagements for levels of courtesy.
According to Thibault Roux, the company’s chief digital officer, Burger King developed the friendliness metrics by consulting franchise operators and patrons. The AI has been trained to detect specific expressions like greetings such as “welcome to Burger King,” along with polite terms including “please” and “thank you.” Supervisors can consult the system to review their outlet’s performance in this area. Roux described the feature as a means for guidance, noting ongoing refinements to better interpret conversational nuances like tone.
Powered by technology from OpenAI, Patty acts as the auditory interface for the BK Assistant, drawing on information from drive-through dialogues, kitchen appliances, stock levels, and various operational aspects of the Burger King network. Staff can pose queries to Patty, for instance, inquiring about the exact number of bacon pieces needed for a Maple Bourbon BBQ Whopper or seeking steps to maintain the milkshake dispenser.
Linked to Burger King’s updated cloud-based point-of-sale setup, the AI also notifies leaders about equipment issues requiring repairs or products that are unavailable. Roux explained that the system ensures swift adjustments, removing sold-out items from availability across all channels, from in-store kiosks to drive-through lanes and electronic menu displays, typically within a quarter of an hour.
While incorporating AI into employee headsets, Burger King appears cautious about expanding automated drive-through ordering on a large scale, a concept explored by competitors including McDonald’s, Wendy’s, and Taco Bell. Roux indicated that experiments with such AI for customer orders are underway but remain uncertain, with trials limited to under 100 locations. He observed that not all customers are prepared for this shift.
The full BK Assistant platform, accessible via web and mobile applications, is set to roll out to every Burger King restaurant in the United States by the close of 2026, with Patty currently in trial use at 500 sites.
