Retailers want ‘delightfully human’ AI to do your shopping, but will the chatbots go rogue?

Editor's take

Australian retailers are piloting AI agents designed to offer personalized shopping experiences, a move that follows concerns raised by Guardian Australia's testing of such systems.

This development signifies a push towards more autonomous AI in consumer-facing roles, potentially reshaping customer service and sales interactions. The success of these agents will impact consumer trust and the broader adoption of AI in retail, particularly given past instances of AI misbehavior.

Future developments will likely focus on refining these agents' safety protocols and understanding their long-term impact on customer loyalty and operational efficiency. The ability of these AIs to consistently provide helpful, non-erroneous assistance will be a key indicator of their viability.