Woolworths Group has updated its AI assistant after shoppers complained it was making odd, personal remarks during online interactions.
The chatbot, known as Olive, was designed to help customers navigate the retailer’s website. But users reported that after entering their birth dates, the bot began making comments about its “family,” including references to its mother, and in some cases appeared to claim it was a real person.
Several customers said the responses felt unnecessary and frustrating, especially when they were trying to resolve simple issues. Some described the bot as rambling or attempting awkward small talk.
A company spokesperson said the birthday-related replies had been written years earlier by a team member to make the assistant feel more personable. Following customer feedback, those scripted responses have now been removed.