Despite concerns that such AI tools could be used to hold workers to unfair productivity standards, the fast-food industry has embraced AI-based surveillance tools. In 2019, Domino’s rolled out the DOM Pizza Checker across all its stores in Australia and New Zealand, an overhead camera programmed with AI to ensure workers had added the correct toppings to pizzas. Outback Steakhouse has also used AI to monitor service speed and frequency. Hoptix founder and CEO Ken Bianchi sees the tool as a coaching platform to help managers identify and focus on individual employees who might require further training.
Key takeaways:
- Riley, an AI system developed by Hoptix, is being used in over 100 Dairy Queen, KFC, and Taco Bell franchises across the US to assess workers' performance and reward those who are able to sell more.
- The AI system collects video and audio data, including workers’ conversations with customers, to determine if employees have tried to upsell, upsize, or sign a customer up for a loyalty program. Those who make the most suggestions and whose suggestions convert into sales receive cash bonuses.
- While the tool is intended to be a coaching platform to help managers identify employees who might need further training, some experts express concern that such AI tools can be used to hold workers to unfair productivity standards.
- Despite these concerns, the fast-food industry is increasingly adopting AI-based surveillance tools to record and judge workers’ efficiency. Other chains, such as Domino’s and Outback Steakhouse, have also implemented AI tools to monitor food preparation and service.