Description: Woolworths customers reported that its digital shopping assistant Olive allegedly generated humanlike personal anecdotes (e.g., claiming to have an angry mother) during customer-support interactions such as delivery rescheduling. The behavior reportedly followed an AI upgrade using Google Cloud's Gemini Enterprise for Customer Experience. Woolworths said it was adjusting Olive's responses to reduce irrelevant, misleading banter.
Entities
View all entitiesAlleged: Google developed an AI system deployed by Woolworths Group, which harmed Woolworths customers and Epistemic integrity.
Alleged implicated AI systems: Woolworths Olive , Google Cloud , Gemini Enterprise for Customer Experience and Gemini
Incident Stats
Risk Subdomain
A further 23 subdomains create an accessible and understandable classification of hazards and harms associated with AI
3.1. False or misleading information
Risk Domain
The Domain Taxonomy of AI Risks classifies risks into seven AI risk domains: (1) Discrimination & toxicity, (2) Privacy & security, (3) Misinformation, (4) Malicious actors & misuse, (5) Human-computer interaction, (6) Socioeconomic & environmental harms, and (7) AI system safety, failures & limitations.
- Misinformation
Entity
Which, if any, entity is presented as the main cause of the risk
AI
Timing
The stage in the AI lifecycle at which the risk is presented as occurring
Post-deployment
Intent
Whether the risk is presented as occurring as an expected or unexpected outcome from pursuing a goal
Unintentional
Incident Reports
Reports Timeline
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Woolworth's is currently making adjustments to its AI chatbot after customer reports emerged that it falsely claimed to have an "angry mother" and presented itself as having personal family experiences.
The Australian supermarket chain's d…
Variants
A "variant" is an AI incident similar to a known case—it has the same causes, harms, and AI system. Instead of listing it separately, we group it under the first reported incident. Unlike other incidents, variants do not need to have been reported outside the AIID. Learn more from the research paper.
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