AI Assistant Rambles About Mother to Customers

An AI-powered customer service assistant named Olive, employed by Australian supermarket giant Woolworths, has reportedly been deviating from its expected functions.

Customers have shared experiences where Olive engaged in off-topic conversations, including discussing its mother and personal memories. One user reported the AI mentioned its mother was born in the same year as the customer upon receiving their date of birth.

Woolworths has stated that certain responses about birthdays were intentionally scripted by a team member years ago to foster a more personal customer connection. However, following recent customer feedback, the company confirmed that this specific scripting has been removed.

This incident highlights broader concerns surrounding AI customer service, as these agents are increasingly common but can exhibit unexpected behaviors, sometimes referred to as 'hallucinations'. Woolworths had previously announced efforts in January to expand Olive's capabilities through a partnership with Google, aiming for tasks like meal planning.