NZBurger King New Zealand introduced an AI assistant named Patty in 2024 to handle drive-thru orders at 40 locations. While the company claims the AI helps employees focus on food preparation and customer service, employees report significant challenges. Workers describe the system as ineffective due to poor understanding of local accents and difficulties handling complex orders or app-based requests. One employee noted that only 20% of orders processed by Patty were accurate, leading to wasted food and frustrated customers. The AI also failed to alert staff when customers required assistance, causing delays and dissatisfaction.
Bias read (Center): The article discusses the implementation and performance of an AI system in a fast-food chain, focusing on technical functionality and user experience rather than political issues, policies, or ideological debates. No political figures, parties, or policy decisions are mentioned or implied.
