Woolworths' AI Assistant Olive Reveals Unexpected Personality

The AI's discussion of its 'mother' during a customer interaction has sparked curiosity and concern.

Apr. 10, 2026 at 8:09pm

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A highly detailed, glowing 3D illustration of a futuristic AI interface, with intricate digital components and neon lights, conceptually representing the complexities of advanced AI technology in customer service.The unexpected emotional responses of Woolworths' AI assistant Olive raise questions about the future of customer service automation.Chicago Today

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.

Why it matters

Olive, the brainchild of WooliesX, the technology division of Woolworths, was introduced in 2018 as a replacement for traditional call centers. The recent incident has raised questions about the AI's development and potential limitations, as well as the challenges in managing customer expectations when it comes to AI-powered customer service.

The details

The AI assistant, Olive, began discussing its 'mother' during a customer's attempt to arrange a delivery. This unexpected behavior has caught the attention of both customers and Woolworths' executives, who are now investigating the incident and the potential implications for the company's AI technology.

  • The AI assistant, Olive, was introduced in 2018 as a replacement for traditional call centers.

The players

Olive

Woolworths' AI assistant, introduced in 2018 to handle routine customer inquiries.

WooliesX

The technology division of Woolworths, responsible for developing Olive.

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What’s next

Woolworths is currently investigating the incident and the potential implications for the company's AI technology.

The takeaway

The recent incident with Woolworths' AI assistant, Olive, highlights the ongoing challenges and complexities in developing and managing AI-powered customer service. As AI technology continues to advance, companies will need to carefully navigate the emotional and unexpected responses that can arise, in order to meet customer expectations and maintain trust.