Burger King tests AI headsets tracking "please" and "thank you"

Burger King, under its parent company Restaurant Brands International, is piloting an AI-powered headset system called Patty in 500 US restaurants. Patty, which operates through employee headsets and integrates with store systems, provides real-time operational support by monitoring inventory levels, flagging issues like empty drink dispensers or messy restrooms, and assisting staff with menu preparation and cleaning procedures. The system aims to reduce friction during busy shifts by delivering immediate insights to managers, who can then address problems proactively. Burger King plans to expand this technology to all US locations later in the year. Beyond operational tasks, Patty also functions as a hospitality coaching tool by tracking employees’ use of key courteous phrases such as “please” and “thank you.” This data helps managers understand service patterns and reinforce positive customer interactions, though Burger King emphasizes the technology is not intended to score individuals or enforce scripts. The company maintains that AI should support, not replace, human hospitality. However, the monitoring aspect, including potential tone detection, has raised