Meet ‘Patty,’ Burger King’s new AI assistant that lives in employees’ headsets
At hundreds of Burger King restaurants across the U.S., there’s a new invisible worker who’s tracking which ingredients are in stock, analyzing daily sales data, and checking in on whether employees are saying “Thank you” and “You’re welcome.” It’s an AI assistant named Patty.
According to Thibault Roux, Burger King’s chief digital officer, the voice-activated chatbot is designed to help employees and managers handle tasks that might usually require pulling out a computer or consulting with an instruction guide. Patty began showing up at select locations about a year ago, and is now in a pilot phase at approximately 500 Burger Kings. It’s expected to roll out to the rest of the chain’s U.S. locations by the end of the year.
On a day-to-day basis, Patty has an array of functions, from letting a manager know if a store is low on onions to helping an employee build a new burger. But it has another role that’s raising quite a few eyebrows: analyzing Burger King locations based on “friendliness” by tracking employees’ use of key phrases like “Welcome to Burger King,” “Please,” and “Thank you.”
Online, commenters are concerned that this functionality is a slippery slope toward 1984-style “employee surveillance.” In an interview with Fast Company, though, Roux clarified that Patty is not being used to analyze individual employees’ performance, and is instead imagined as a kind of “coach.”
“It’s truly meant to be a coaching and operational tool to really help our restaurants manage complexities and stay focused on a great guest experience,” Roux says. “Guests want our service to be more friendly, and that’s ultimately what we’re trying to achieve here.”
Patty, are we running low on Diet Coke?
Technically, Patty is the chatbot version of Burger King’s assistant platform, which collects data from operations including drive-through conversations, inventory, and sales, and then uses AI to analyze patterns in that data. For now, Patty operates on a customized model from OpenAI, though Roux says the technology is flexible enough that it could integrate with another partner in the future (like Anthropic or Gemini) depending on the company’s needs.
For managers and employees in stores, Roux says Patty operates similarly to something like Siri. Patty is activated by a small button on the side of an employee’s headset, and they can ask it direct verbal questions related to their specific store—like recent sales figures or inventory updates—as well as more general company information, to which the bot will provide a verbal answer.
“If you’re looking to clean the shake machine [you can ask Patty] the procedures to clean it,” Roux explains. “Or we have a lot of limited-time offers, and sometimes they can be cumbersome to remember. You can easily tap into Patty and be like, ‘Hey, remind me, does the new build maple bourbon barbecue have crispy jalapeños?’”
Patty can also reach out to employees directly if it notices a pattern of interest. For example, if Patty thinks a specific store is out of lettuce, it might ping a manager to confirm. Once it’s received confirmation, it can mark lettuce as sold out on that location’s app and website—a process that previously would have required human intervention. Roux says franchisees and regional managers can decide how they want Patty to reach employees with information, whether it’s through their headsets or via a text message (though the tech is programmed explicitly to never interrupt a worker during a customer interaction).
Insights from Burger King’s Assistant platform also live outside of employees’ headsets. Managers can check information from the tool on an accompanying website or app. For example, Roux says, when a district manager is visiting a new store, they might ask Patty on the app, “What are the top three guest complaints at this location this week?” or “What are their top missing items?”
In an interview with Fast Company writer Jeff Beer earlier this month, Burger King President Tom Curtis said the assistant platform has already led to some significant menu changes. Curtis explained that the AI tracked all the times that team members said “I’m sorry, we don’t have that” and linked them back to a common denominator: apple pie. In January, Burger King brought back its apple pie for the first time since 2020.
“We’re in the idiocracy version of 1984”
Patty’s more straightforward uses, like helping managers access sales data and check inventory, seem fairly predictable in the context of fast food. Where Burger King is really pushing Patty’s use cases, though, is with its “friendliness” metric.
In an interview with The Verge on February 26, Roux said Patty would recognize phrases like “Welcome to Burger King,” “Please,” and “Thank you,” and then give managers access to data on their locations’ friendliness performance based on those keywords. Mere hours after that piece went live, a thread in the subReddit r/technology on Patty had already amassed more than 15,000 upvotes and nearly 3,000 comments. Common refrains from users include comparing the technology to the surveillance state in George Orwell’s novel 1984, labeling it “authoritarian” and “dystopian,” and accusing Burger King of employee surveillance.
“This would be criticized as being cartoonishly unrealistic in a sci-fi movie 10 years ago,” one user wrote. Another added, “We’re in the idiocracy version of 1984.”
When asked about this response, Roux says the data from employees’ conversations is anonymized, and that none of these friendliness metrics will be used for grading or assessing individuals. Further, he adds, Patty will not directly instruct employees on what to say or how to say it. Instead, data on friendliness will be shared with managers, who can use it for face-to-face coaching with their teams.
Still, it’s unclear exactly how Patty is quantifying friendliness. In a video explanation of the feature, a manager is shown asking the bot, “Is there anything that needs my immediate attention?” to which it responds, “The team’s friendliness scores this morning were the highest this week.”
In an email to Fast Company, a Burger King spokesperson said, “In select pilot locations, we’ve explored using aggregated keywords, including common hospitality phrases, as one of several signals to help managers understand overall service patterns. The tool is not used to score individuals or enforce scripts.” Burger King did not respond to Fast Company’s request for clarification on how friendliness scores are calculated.
So far, Roux says he’s seen growing interest in Patty from franchisees, with several managers making specific requests for future add-ons.
“A lot of our franchisees . . . and regional general managers are very competitive, so they want to know, ‘Hey, how do I compare to other restaurants?’” Roux says. “I think that’s something that we’re going to be rolling out. In fact, we were looking at some of the designs earlier this week with the franchisees. So this is only the beginning.”