Burger King introduces AI assistant that listens to drive-thru orders and coaches staff

Burger King is piloting an AI voice assistant called Patty in 500 restaurants to listen to drive-thru interactions and provide coaching and operational support.

Burger King has introduced an AI voice assistant named Patty that is being tested in employee headsets. The assistant is part of a new BK Assistant platform that combines web and app tools for training and operations. Burger King says the system will listen to drive-thru interactions from the moment a customer pulls up until the car departs. The company describes the tool as a coaching aid intended to help staff and address operational issues. Key details: - Patty is powered by an OpenAI base model and is voice-enabled inside employee headsets during the pilot. - The headset pilot is underway in 500 Burger King restaurants. - BK Assistant will collect data points from employee-customer interactions, including keywords such as welcome, please and thank you, to help analyze friendliness and service patterns. - Burger King told NBC News it will not listen to all conversations and said the system is not intended to score employees or enforce scripts. - Web and app versions of BK Assistant are expected to be available to U.S. restaurants by the end of 2026. Summary: The company frames the system as a coaching and operational support tool that will gather interaction data and surface service patterns. The pilot is currently limited to 500 restaurants. Web and app availability for U.S. locations is expected by the end of 2026.