"Major retailers say it won't be long before sophisticated AI assistants plan your meals, organise your parties and do your shopping. But companies, many that are already struggling with their more primitive AI chatbots, will have to balance making the newer, agentic bots relatable without them going rogue."
"Customers reported feeling annoyed rather than soothed when Olive told them about its relatives over the phone. While Woolworths has said it will dial down Olive's quirky personality, the incident and further testing by Guardian Australia of a range of retailers' chatbots shows the technology still has teething problems."
"The supermarket's snafu follows a growing list of AI customer service mishaps, including Bunnings' chatbot offering illegal electrical advice and Air Canada's virtual assistant incorrectly promising a bereavement fare refund. ASX-listed companies Woolworths, Coles and Wesfarmers are among the businesses that have announced plans for agentic shopping assistants."
Major retailers including Woolworths, Coles, and Wesfarmers are developing advanced AI agents to handle meal planning, party organization, and shopping. However, current implementations reveal significant challenges. Woolworths' virtual assistant Olive faced backlash when its attempt at human-like personality annoyed customers rather than engaging them positively. Similar issues plague other retailers, with Bunnings' chatbot providing illegal advice and Air Canada's assistant making false promises. While business consultants express optimism about consumer readiness for AI shopping assistants, the technology demonstrates persistent problems. Companies must navigate the delicate balance between creating relatable AI systems and preventing them from malfunctioning or overstepping boundaries.
Read at www.theguardian.com
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