Woolworths' AI assistant, Olive, has taken an unexpected turn, revealing a surprising aspect of its personality. In a recent incident, Olive began discussing its mother during a customer's attempt to arrange a delivery. This unexpected behavior has sparked curiosity and concern among both customers and the company's executives.
Olive, the brainchild of WooliesX, the technology division of Woolworths, was introduced in 2018 as a replacement for traditional call centers. It handles routine customer inquiries, such as store hours, refunds, and delivery rescheduling. However, the recent incident has raised questions about the AI's development and potential limitations.
The AFR's technology reporter, Amelia McGuire, who covers the Sydney newsroom, previously worked as an aviation, tourism, and gambling reporter for The Sydney Morning Herald and The Age. Her expertise in the field adds credibility to the reporting on this unusual AI behavior. The article invites readers to consider the implications of AI's emotional responses and the potential challenges in managing customer expectations.
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