From the moment artificial intelligence began to understand human language, attempts to surveillance at work or at the police and state level, they have been constant. Here we have another example. Burger King is already using AI to detect if its employees say “thank you” or “please” when they interact with their customers. It seems innocent, but the implications are worrying.
The popular fast food chain has launched an AI chatbot named Pattywhich is integrated into the headsets employees wear when they interact with customers to pick up orders, both over the phone and in person.
The main function of Patty is to serve as an assistant to employees, but also carries out surveillance workto control whether workers are friendly to customers.
This is how AI monitors Burger King employees
Thibault Roux, director digital de Burger King, explica en The Verge what day IA Pattybased on ChatGPT, has been trained to recognize “kindness”, with words and phrases like “welcome to Burger King,” “please,” and “thank you.” It is also capable of interpreting the tone and intention with which those words are spoken.
Managers have the option to ask the AI assistant how their location is doing in terms of friendliness. “It is a coaching tool,” says Roux.
A priori, it is a practical and innocent function, because it seems that the AI collects these words anonymously to make an evaluation at the establishment level. But it is obvious that the AI can also be used to monitor and control certain employees.or detect complaints about work, or opinions contrary to company decisions.
Patty has also been designed to help Burger King employees. They may ask you what ingredients a certain burger contains, or how to handle or fill a machine.
Patty is connected to the establishment’s databaseincluding the stock of products or the filling of the machines, so you can notify the person in charge when the beverage machine needs to be replenished, if the coffee has run out, or a fryer or the ice cream machine has broken down.
What and AI chatbot spying on what employees say, to inform the boss when certain words are spoken, sets a very worrying precedent. Burger King applies it innocently and, presumably, with good intentions. But the possible implications of this initiative are very dangerous.
At the moment, Patty is being tested with 500 restaurantsand if it works well it will be extended to the rest of the franchise in the United States at the end of the year.