When Woolworths executives decided to introduce an artificial intelligence agent into their customer service they couldn’t have imagined it would have mommy issues. But some customers say Olive – as the supermarket’s AI assistant is now known – started talking about its mother when they were simply trying to arrange for a delivery.
The Woolworths AI chatbot launched in 2018 as the brainchild of WooliesX, the technology arm of the grocery retailer. It’s one of many AI chatbots which are slowly replacing traditional call centres as a main point of call for stock standard customer queries including store opening hours, refund requests and rescheduling deliveries.
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