this post was submitted on 26 Feb 2026
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Burger King will use AI to check if employees say ‘please’ and ‘thank you’ (www.theverge.com)
submitted 6 days ago by UnderpantsWeevil@lemmy.world to c/technology@lemmy.world
30 comments fedilink hide all child comments
 

The company compiled information from franchisees and guests on how to measure friendliness, resulting in the fast food chain training its AI system to recognize certain words and phrases, such as “welcome to Burger King,” “please,” and “thank you.” Managers can then ask the AI assistant how their location is performing on friendliness.

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[–] Chulk@lemmy.ml 1 point 6 days ago (3 children)

My SO works at a callcenter and they get dinged for the use of what they call "tragic phrases." These include, but aren't limited to:

  • "Unfortunately"
  • Words/phrases that imply uncertainty like "should"
  • Words/phrases that imply non-commitment like "I can't do that" or "that's against policy" or "that's not my dept"
  • So-called sloppy words/phrases like "No problem" or "hold on just a sec"

Its fucking ridiculous. They pay some outside vendor for training and guidelines.

[–] binarytobis@lemmy.world 0 points 6 days ago (2 children)

As a customer, I would feel much more comfortable talking to someone who doesn’t sound like they have a gun to their head.

[–] PancakesCantKillMe@lemmy.world 1 point 6 days ago* (last edited 11 minutes ago) (1 child)

[deleted]

[–] laxu@sopuli.xyz 1 point 2 days ago

That sounds exactly the kind of ridiculous stuff companies would do. Let me guess, they did not check any recordings of your calls and how you actually handled customers. Just "you failed this pointless metric".