Woolworths implements AI tools amid rising consumer trust in automated shopping advice

Woolworths has disclosed the integration of several artificial intelligence tools into its operations to enhance efficiency. Chief executive Amanda Bardwell revealed that an AI tool named ‘Team Assist’ handles approximately 7,000 employee inquiries per week, resolving nine out of ten cases without human intervention. Additionally, a new AI marketing tool has reduced the production time of the company’s weekly shopper catalogue from one week to just a few hours.

The company is also trialling further technologies, including a training chatbot for its promotions app and a system for measuring inventory dimensions.

Parallel research commissioned by Manhattan Associates indicates a broader shift in consumer behavior within Australia. The study found that 76% of Australians trust AI recommendations as much as or more than advice from retail staff. Furthermore, 23% of consumers now use AI as their primary source of information for shopping, compared to only 7% who turn to in-store sales assistants first. Key drivers for this preference include 24/7 availability, speed, and the ease of product comparison.