Burger King is testing artificial intelligence that listens to what workers say - and reports back to managers if they forget to use words like 'please' and 'thank you'.
The fast food giant has rolled out OpenAI-powered headsets in 500 US restaurants that can give recipe instructions, flag low stock - and monitor how 'friendly' staff sound to customers.
The system, known internally as 'Patty', feeds data to managers in real time. If the drink machine is running low on Diet Coke, Patty sends an alert. If a customer complains about a messy bathroom via QR code, a manager is notified instantly.
Workers can ask Patty how to make various menu items or tell Patty to remove items from digital menus if they've run out of ingredients.
But it's the system's ability to track language and tone that has sparked accusations of 'Big Brother'-style surveillance - and fears that AI could eventually replace human staff.
While the company is positive about Patty's arrival, some customers have described the technology as 'creepy' and likened it to a Big Brother-style way of managing staff.
'That's not going to go over too well,' one commenter wrote on Reddit.
'AI can't tell what situation the person is dealing with, like say with a Karen or someone getting violent over a mistake in the order they can correct - which are two very common things that happen in the fast food industry.'
Burger King is testing AI-powered headsets that can provide recipe instructions, alert managers when inventories are low and even track how friendly employees are to customers.
Another mused: 'It also can't detect sincerity, so sarcasm will rise,' while another said news of the technology had put them off going to Burger King.
For some, the concept simply felt bleak. 'Dystopian nightmare. Get me off this ride....' @dooglives requested.
Some questioned whether friendliness should even be a priority. 'They think this is their biggest problem?' @fullthrottleric tweeted. Worker friendliness ain't on the list.
Others leaned into dark humor about where such technology could lead. 'Will Burger King workers wear shock collars so the AI can chastise them for their insolence?' @MallardDuck13 asked.
When quizzed about Patty's capabilities, Miami-based Burger King said the intent is to use it as a coaching tool, not a tracker of individual employees.
'It's not about scoring individuals or enforcing scripts. It's about reinforcing great hospitality and giving managers helpful, real-time insights so they can recognize their teams more effectively,' Burger King said in a statement.
Burger King added that the key words are 'one of many signals to help managers understand service patterns.'
'We believe hospitality is fundamentally human. The role of this technology is to support our teams so they can stay present with guests,' the company said.
When quizzed about Patty's capabilities, Burger King said the intent is to use it as a coaching tool, not a tracker of individual employees.
Along with the introduction of Patty, Burger King also announced this week that it is revamping its Whopper sandwich for the first time in nearly a decade.
Patty is part of a larger app-based BK Assistant platform that will be available to all US restaurants later this year.
Burger King is one of several fast food chains experimenting with artificial intelligence.
Yum Brands said last spring it was partnering with Nvidia to develop AI technologies for its brands, which include KFC, Taco Bell and Pizza Hut.
McDonald's ended a partnership with IBM in 2024 that was testing automated orders at its drive-thrus. The company is now working with Google on AI systems.
Along with the introduction of Patty, Burger King also announced this week that it is revamping its Whopper sandwich for the first time in nearly a decade.
The changes affect the burger's ingredients and packaging.
The company says customers can expect a 'higher-quality Whopper experience' with a 'better-tasting bun' and mayonnaise, along with a sturdier box to ensure it arrives 'exactly the way it left the kitchen.'
'Over the past several years, we've focused on strengthening our operations and modernizing our restaurants to build a more consistent foundation across the system,' said Tom Curtis, president of Burger King US and Canada.'
'With that work well underway, we're now in a position to thoughtfully elevate our core menu. The Whopper is an icon, so we didn't set out to reinvent it. Instead, we elevated it based on direct guest feedback.'