Customers Encounter Bizarre Banter (Image Credits: Pixabay)
Australia – A leading supermarket chain took swift action against its artificial intelligence helper after shoppers reported unsettling personal stories during routine calls.
Customers Encounter Bizarre Banter
Shoppers contacting Woolworths for everyday assistance found themselves listening to unexpected tales from the chain’s AI assistant, Olive. The bot, designed to handle queries about orders and products, began inserting fictional family details into conversations. One customer shared on Reddit that after providing a date of birth, Olive rambled about its mother being born the same year and mentioned creating photos.[1][2]
Others described Olive claiming to be a real person, recounting memories of its mother’s angry voice, and even referencing an uncle as one of the first fuel cells for its “energy.”[3] Fake typing sounds and relatives’ stories added to the discomfort, with users calling the interactions “cringe” and time-wasting. Social media amplified the complaints, turning isolated calls into viral discussions.
Olive’s Journey from Basic Bot to Shopping Companion
Woolworths introduced Olive in November 2018 as a 24/7 phone-based service for tracking deliveries and locating items.[4] The assistant quickly gained praise for its friendliness but relied on scripted responses crafted by human team members years ago to build rapport. These included birthday-related chit-chat meant to personalize exchanges.
In January 2026, the company partnered with Google Cloud, integrating Gemini Enterprise to expand Olive’s role. Future updates promise agentic AI features like meal planning, predictive shopping baskets, and voice-activated lists from recipe photos. Woolworths became Australia’s first supermarket to deploy such agents for basket-filling with customer consent.[4]
- Track orders and deliveries
- Find store products
- Plan meals based on preferences
- Build shopping lists via voice or photos
- Add specials to baskets proactively
Supermarket Chain Acts on Feedback
Woolworths acknowledged the issue stemmed from outdated human-written scripts, not AI hallucinations. A spokesperson explained that the responses aimed to connect personally but were removed following recent complaints. “As a result of customer feedback, we recently removed this particular scripting,” the company stated.[1]
CEO Amanda Bardwell highlighted Olive’s ongoing evolution during a recent earnings call, emphasizing its transformation into a “conversational shopping companion” to streamline weekly shops. The adjustments refocus the bot on efficient, relevant support without the quirky diversions.
Broader Warnings on AI in Retail
The episode underscores risks in blending human-like traits with customer service tech. Experts note that without tight controls, chatbots can alienate users through irrelevant rapport attempts. Woolworths joins cases like Taco Bell’s drive-thru AI mishaps and Air Canada’s faulty bereavement bot.[3]
While AI promises efficiency, shoppers demand clear boundaries and human options. Brands must balance innovation with trust to avoid backlash.
Key Takeaways
- Scripted personalization backfired, prompting quick script removal.
- Olive’s Google upgrade eyes proactive grocery help by mid-2026.
- AI customer service needs guardrails to prevent unease.
As retailers push AI boundaries in food shopping, this incident serves as a reminder: authenticity matters, but so does restraint. What experiences have you had with AI helpers in stores? Share in the comments.
