Burger King will use AI to check if employees say ‘please’ and ‘thank you’
The Verge
February 26, 2026
AI-Generated Deep Dive Summary
Burger King is introducing an AI-powered chatbot named Patty, integrated into employee headsets, to enhance customer service and streamline operations. Patty, part of the BK Assistant platform, assists with meal preparation and evaluates employee interactions for friendliness by recognizing specific phrases like "please" and "thank you." This initiative aims to improve customer satisfaction by ensuring consistent positive engagement from staff.
The company developed Patty using feedback from franchisees and customers, focusing on identifying key indicators of friendly service. By training the AI to recognize certain verbal cues, Burger King can provide real-time guidance to employees and offer managers detailed insights through dashboards. This approach not only refines customer interactions but also supports employees by highlighting areas for improvement.
For tech enthusiasts, this innovation highlights the growing role of AI in enhancing customer experiences across industries. By integrating AI into employee tools, companies like Burger King are setting a precedent for how technology can be used to monitor and optimize human interaction in service roles. This development underscores the potential for AI to transform not just customer-facing tasks but also internal operations.
The use of AI to measure friendliness is particularly significant as it shifts focus from traditional metrics like speed or accuracy to the emotional tone of interactions. This approach aligns with broader trends in customer service, where empathy and personal connection are increasingly valued alongside efficiency. By prioritizing these elements, Burger King aims to create a more pleasant dining experience while also fostering a supportive environment for employees.
Overall, Patty represents a forward-thinking strategy that combines technology with human interaction to elevate the fast-food industry's standards. Its implementation not only improves customer satisfaction but also sets a benchmark for how other
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Originally published on The Verge on 2/26/2026