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.
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.
As a customer, I would feel much more comfortable talking to someone who doesn’t sound like they have a gun to their head.
Not like I was going to burger king anyway but this is a solid reason not to
I wish I could explain to companies how fucking awkward and horrible it feels to be on the receiving end of forced gratitude. Even if I liked the restaurant, I wouldn’t be able to go if they did this.
I guess it’s no surprise that rich people think the experience is still the same with or without the consent of the providing party.
