I was told by my managers there was nothing they could do about it because nobody was allowed to edit the total scores or remove obviously bad records because someone might do that for the wrong reasons. So I just had to live with it.
I have it in my head that a lot of these problems core issue is a lack of faith / effort in creating good front line management. At a food place a good front line manager keeps everyone going, the mood light, and can really make all the difference in the world, but rather lazy middle, upper managers, would slap some survey or metrics or AI on things.
In that way it's no really an AI issue, just the typical bad management issue.
>Because it’s integrated with the new cloud point-of-sale system, the AI assistant will also alert managers if a machine is down for maintenance or when an item is out of stock. “Within 15 minutes, the entire ecosystem will remove it from stock
If you're out of fries ... taking 15 minutes to reflect that on the menu doesn't seem very fast.
I guess on the face of it that's not a crazy thing to think but I was always struck by how "normal" people seemed to think that would be. Maybe it's TV/Movies that have done something like that and make people think it's a real thing but more importantly (disgustingly?) that it's perfectly reasonable.
[1] https://archive.is/fMYQp (BK DMCA'd the original article offline[2])
It also sounds like they’re basically confirming [1] as well out loud — “He adds that the company is currently testing the AI drive-thru technology in fewer than 100 restaurants.”
Of note, I recall back in the mid-2000s there was a swing-down device near the order packing zone in the Burger King kitchen and it had a screen and a keypad on it and was labeled the “Manager’s Assistant” (or maybe “Kitchen Minder”?) device. From what I understood it was tracking production, providing reminders to check the bathroom, and providing projected order volume information.
How the hell have they survived this long. It’s consistently been the worst fast food burger restaurant I’ve been across the various states I’ve lived.
I can assure that is not the case. I would love to know what the secret is to getting people to show an ounce of enthusiasm. A family member has a bakery and getting the front of house to engage with the customer at all is like pulling teeth, and this is an above-minimum-wage job with tips. They aren't on "commission" (it's been tried) but their tips are directly influenced by the ticket price (obviously).
On the other hand, I don't think I've ever received exceptional service in that situation either. I'm not sure what that would even look like. Beyond some eye contact and a friendly tone, what is the tip supposed to incentivize?
2. Fast food is NOT one of the most dehumanizing soul crushing jobs. Yes, you deal with a lot of rude customers. But if you go into fast food unprepared for that, that's on you. It is part of the job (also part of hospitality) and it all comes down to how you respond and handle it.
3. If you're working fast food and willing to accept, or are stuck with, a low-wage job, that means there's other readily-available low-wage jobs that you can switch to. Working fast food is voluntary.
Since you have so much fast food experience, why did you not address how egregious customer service can be at places like Burger King? It's a problem. I've lost count of the amount of times a bunch of young employees slammed drive through windows on me, had an aggressive attitude simply because something wasn't right in their day, etc.
As a customer, I report it, but then feel like nothing gets done. It's my word against theirs. These systems allow management to actually know what's happening, who said what, if someone is disrespecting customers, etc.
Based on what you think is disgusting, I suspect you lack a TON of life experience and exposure to the world. My first-hand experience has led me to believe that a 5-year having to be on the streets selling candy full-time is "effing degusting".
Your definition if disgusting sounds very first-world.
Because which employer we work for is voluntary. If I own a business, I can choose which systems I implement in order to ensure a certain level of quality. If I had a logistics company, would it be inhumane to install cameras in the truck and GPS devices that monitor speed? Absolutely not. There's something called "risk" and from a business standpoint, it needs to be mitigated and controlled.
That is why, as employees, even certain key words are monitored on our computers. If we're in a relationship with a co-worker, it needs to get reported. The list goes on.
A critical part of fast food is customer service. If customer services goes down the drain, that presents a very real business risk to Burger King.
To a certain extent, this has been a standard practice in the field of customer service representatives that are taking calls all day. Their calls are monitored and recorded, then reviewed to ensure a certain level of performance.
I would have had more respect for this 'invention' had the AI was being used on customers, with automated, activated consequences ...
Some variation on the extendable punch glove: https://www.youtube.com/watch?v=Rr1B9a_2Cy4
If you want people to genuinely be nice, give them reasons. Make them happy. Help them stay motivated. Otherwise you cheapen "please" and "thank you" even more than is already the case and get zero value out of it because no one will appreciate it knowing that it's forced.
A world where everyone says "please" and "thank you" isn't a better world.
Sad thing is, probably BK reckon its average customer is dumb enough to mistake it for genuine.
Sadder thing is, probably they're correct.
And if not, well, this latest move will help make it so.
~ I would like a burger, fries oh and come tune my trucks engine and neutralize that mugger that is attacking that elderly woman just down the street.
Yes, there are probably a thousand other actions they could take to increase number of sold meals, but my guess this one is easy pickings, i.e. cost vs return.
1. https://en.wikipedia.org/wiki/Supersize
* I know this was primarily McDonald's innovation, but Burger King was guilty of it, too.
unsupp0rted•2h ago
duxup•2h ago
As it is when I go to some fast food places they greet you in one voice (possibly a central ordering system) and you get a second voice that interrupts (local people I suspect) and takes over. It's weird.
chrisjj•2h ago
But V2 will! The "AI" will handle the whole customer interaction, with the human doing nothing but carrying it around on his head.
JohnFen•1h ago
Those pre-ordering recordings asking if I'm using an app are already horrible enough as it is. Offloading basic human politeness to machines would be even worse.
elil17•1h ago
nathan_compton•1h ago
rapnie•1h ago
fanatic2pope•1h ago
moralestapia•1h ago
Yeah, that'd definitely be The Truly Sincere Experience™.
Integrape•35m ago
chrisjj•4m ago
freejazz•1h ago
fancymcpoopoo•1h ago