When Mariam Alhayaley watched Woody the robot glide through Silverdale Shopping Centre for the first time, she didn't just see a piece of technology. The pharmacy worker saw a potential colleague who could help customers find pain relief advice—and never call in sick.
Unveiled at Silverdale Shopping Centre in Sydney’s west, the humanoid helper is being trialled to make shopping easier for customers.
It's a sentiment that's catching on across Australia, where the artificial intelligence retail market generated $310.9 million in 2024 and is projected to soar to $1,990.6 million by 2030.
But for many of us who remember when shopping meant chatting with the same familiar faces behind the counter each week, the idea of a robot helper might feel a bit overwhelming.
Here's the thing though: Woody isn't here to replace the human touch. He's here to lend a hand when your hands are full, your back is aching, or you simply can't remember where they moved the tomato sauce aisle again.
In this article
A helping hand that speaks your language
'You might need an extra hand to hold a bag, to guide you to a store, it can speak multiple different languages,' explains Andrew Bell, the creator behind BellBots who developed Woody's AI software. Standing at one-and-a-half metres tall, Woody uses a shell made by Chinese company Unitree, but his smarts are entirely Australian-made.
'We could have up to 20 robots in one shopping complex, and if it's not being booked, it's roaming,' Bell said.
The multilingual capability alone could be a game-changer for many shoppers. Whether you're more comfortable in Greek, Italian, Mandarin, or any number of other languages, Woody can chat away while helping you navigate the centre.
'It doesn't go on holidays'
But it's the practical assistance that really shines. Think about those times when you're juggling shopping bags, trying to check your list, and wondering if your knees will make it to the car park. Woody can carry bags, provide directions, and offer a personalised in-mall experience—essentially becoming your personal shopping assistant who never gets tired or impatient.
'I was wondering as well if they can answer questions, like if they need help with pain killers, it can give them advice,' pharmacy worker Mariam Alhayaley said.
The bigger picture: Australia embraces retail robots
Woody isn't operating in isolation. Westfield Shopping Centre, one of Australia's largest shopping centre operators, is at the forefront of the robotics trend, incorporating interactive robots into their customers' retail experiences.
Since 2017, Westfield introduced Pepper robots in several of its 37 shopping centres across the country. These humanoid robots are equipped with advanced AI capabilities, capable of engaging in natural conversations with shoppers, answering queries, providing directions, and even offering product recommendations.
The success has been notable: Westfield's adoption of Pepper robots has been a resounding success, with shoppers embracing the novel and engaging customer service experience.
Businesses at Silverdale say they’re 'excited by the prospect' of similar robots helping in their stores.
Australia's retail robot revolution by the numbers
AI in retail market: $310.9 million (2024) projected to reach $1,990.6 million by 2030
Robotics market expected to exceed US$700 million by end of 2024
44 per cent of Australian retailers plan to invest in AI and automation
Major players: Westfield, Stockland, Woolworths, and Wesfarmers all experimenting with retail robots
Research suggests this technology adoption isn't just about novelty. A key finding is that shoppers are prepared to trust robots in stores if they're proving to be useful, and artificial intelligence is coming to a retail store near you, with new research suggesting Australians might actually be fine with that.
What's in it for businesses (and ultimately, you)
The enthusiasm from Silverdale's business owners tells its own story. Café owner Heena Nanda is already imagining 'I'd love to have him so he can take the coffees out and speak to the customers and greet them,' while the pharmacy team sees potential for customer guidance on health products.
This isn't just about cutting costs—though shopping centre owner Bruno Lopreiato's quip about robots not taking holidays certainly has businesses interested. Robotic assistance is trending in 2024 due to its potential to address labour shortages, enhance worker productivity and safety, and improve the customer experience.
For shoppers, this could mean shorter queues, more available human staff for complex queries, and consistent service even during busy periods or staff shortages.
Benefits for senior shoppers
- Physical assistance: Bag carrying and mobility support
- Navigation help: Directions to stores and amenities
- Language support: Communication in preferred language
- Consistent availability: No sick days or staff turnover
- Patient assistance: Never rushed or impatient service
- Accessibility features: Designed for all mobility levels
Your privacy matters—here's what you need to know
It wouldn't be responsible to discuss retail robots without addressing the elephant in the room: privacy. 'They hear you, they see you, they process your information,' Professor Sanjit Roy, from Edith Cowan University, said. 'I would be concerned what information this robot is collecting during the interactions.'
These are legitimate concerns, particularly for those of us who've lived through decades of technological change and have learned to be appropriately cautious. The key is understanding what information is being collected, how it's used, and what protections are in place.
Bell assures that the public has nothing to fear, but it's worth asking specific questions when these robots arrive in your local shopping centre: What data is stored? How long is it kept? Who has access to it? Can you opt out of certain features?
'Bell says the public has nothing to fear as he turns his focus towards his next project, a robot dog to assist firefighters.'
Did you know?
Did you know?
Technology offers increasingly accessible solutions for elderly individuals with mobility limitations. Grocery shopping apps provide platforms for browsing products and placing orders from home, while voice-activated assistants enable hands-free list creation. Retail robots are just the latest evolution in making shopping more accessible for everyone.
Source: @9news / Instagram.
The road ahead: What to expect
Bell aims to launch the bots in shopping centres next year, with plans for up to 20 robots in one shopping complex—when they're not being booked for specific assistance, they'll be roaming and available for help.
This fits into a broader transformation of Australian retail. Stockland hopes to develop further sophisticated applications which will transform and enhance the in-centre experiences of the 422,000 shoppers who visit one of Stockland's 40 shopping centres every day, such as assisting an elderly customer by carrying their groceries to their car.
The technology is evolving rapidly, but the goal remains surprisingly traditional: making shopping a more pleasant, accessible experience for everyone.
Beyond Woody: The broader movement
Bell's ambitions extend well beyond shopping assistance. His next project involves developing robot dogs to assist firefighters—showing that this isn't just about retail convenience, but about using technology to help people in various challenging situations.
This approach—technology as assistance rather than replacement—seems to be resonating with Australian consumers and businesses alike. A key finding is that shoppers are prepared to trust robots in stores if they're proving to be useful, and that if they are, this trust will increase over time. Artificial intelligence is coming to a retail store near you, and new research suggests Australians might actually be fine with that.
The transition to more automated retail is happening whether we're ready or not—the question is how to make it work for everyone, including those of us who value personal service and have concerns about technology.
Woody represents a thoughtful approach: augmenting human service rather than replacing it entirely, providing assistance where it's most needed, and operating transparently in public spaces where customers can see exactly what's happening.
What This Means For You
Whether robots like Woody become beloved shopping companions or just another gadget will depend largely on how well they serve real needs. Based on the early enthusiasm from both businesses and customers at Silverdale, it seems this particular robot might just have found the right balance between helpful technology and human-centred service.
Have you encountered helpful technology while shopping, or do you have concerns about robots in retail spaces? We'd love to hear about your experiences and thoughts on how technology can best serve senior shoppers.
Primary Source
https://www.9news.com.au/national/r...bellbots/a776b8b7-91a3-47dc-a06d-8ecfec8773ac
'Doesn't go on holidays': Woody the roaming robot to help shoppers—NetFM
Cited text: Woody the robot has been unveiled at Silverdale Shopping Centre in Sydney's west, where it's intended to help making shopping easier for customers.
Excerpt: never call in sick
https://www.netfm.net/news/9news/doesnt-go-on-holidays-woody-the-roaming-robot-to-help-shoppers/
AI in Retail in Australia 2025: Use Cases, Benefits & Challenges
Cited text: According to Grand View Research, the Australian artificial intelligence in the retail market generated a revenue of $310.9 million in 2024 and is pro...
Excerpt: the artificial intelligence retail market generated $310.9 million in 2024 and is projected to soar to $1,990.6 million by 2030
https://appinventiv.com/blog/ai-in-retail-in-australia/
'Doesn't go on holidays': Woody the roaming robot to help shoppers—NetFM
Cited text: "You might need an extra hand to hold a bag, to guide you to a store, it can speak multiple different languages," BellBots creator Andrew Be...
Excerpt: 'You might need an extra hand to hold a bag, to guide you to a store, it can speak multiple different languages,'
https://www.netfm.net/news/9news/doesnt-go-on-holidays-woody-the-roaming-robot-to-help-shoppers/
BellBots
Cited text: Our robots can carry bags, provide directions, and offer a personalized in-mall experience.
Excerpt: Woody can carry bags, provide directions, and offer a personalised in-mall experience
Future of Australian Retail: 2024 and Beyond—Trend 12 (Robotic Assistance) - Retail Doctor Group
Cited text: Westfield Shopping Centre, one of Australia’s largest shopping centre operators, is at the forefront of the robotics trend, incorporating interactive ...
Excerpt: Westfield Shopping Centre, one of Australia's largest shopping centre operators, is at the forefront of the robotics trend, incorporating interactive robots into their customers' retail experiences
https://www.retaildoctor.com.au/rdg...-2024-and-beyond-trend-12-robotic-assistance/
Future of Australian Retail: 2024 and Beyond—Trend 12 (Robotic Assistance) - Retail Doctor Group
Cited text: In 2017, Westfield introduced Pepper robots, which were developed by SoftBank Robotics, in several of its 37 shopping centres located across the count...
Excerpt: Westfield introduced Pepper robots in several of its 37 shopping centres across the country.
https://www.retaildoctor.com.au/rdg...-2024-and-beyond-trend-12-robotic-assistance/
Future of Australian Retail: 2024 and Beyond—Trend 12 (Robotic Assistance) - Retail Doctor Group
Cited text: Westfield’s adoption of Pepper robots has been a resounding success, with shoppers embracing the novel and engaging customer service experience.
Excerpt: Westfield's adoption of Pepper robots has been a resounding success, with shoppers embracing the novel and engaging customer service experience
https://www.retaildoctor.com.au/rdg...-2024-and-beyond-trend-12-robotic-assistance/
Future of Australian Retail: 2024 and Beyond—Trend 12 (Robotic Assistance) - Retail Doctor Group
Cited text: It’s expected that the Robotics market in Australia will reach a revenue that exceeds US$700 million by the end of 2024.
Excerpt: Robotics market expected to exceed US$700 million by end of 2024
https://www.retaildoctor.com.au/rdg...-2024-and-beyond-trend-12-robotic-assistance/
The Future of Australian Retail—2024 and Beyond—Introduction (1)
Cited text: According to Shopify’s Australian Retail Report for 2023, 44 per cent of Australian retailers plan to invest in AI and automation in the following year, while...
Excerpt: 44 per cent of Australian retailers plan to invest in AI and automation
https://www.linkedin.com/pulse/future-australian-retail-2024-beyond-introduction-n2qnc
Australians willing to trust retail robots, researcher says
Cited text: A key finding is that shoppers are prepared to trust robots in stores if they’re proving to be useful, and that if they are, this trust will increase ...
Excerpt: A key finding is that shoppers are prepared to trust robots in stores if they're proving to be useful, and artificial intelligence is coming to a retail store near you, with new research suggesting Australians might actually be fine with…
https://www.thenewdaily.com.au/finance/finance-news/2024/02/29/retail-robots-research
'Doesn't go on holidays': Woody the roaming robot to help shoppers—NetFM
Cited text: 'I was wondering as well if they can answer questions, like if they need help with pain killers, it can give them advice,' pharmacy worker Mariam Alh...
Excerpt: 'I'd love to have him so he can take the coffees out and speak to the customers and greet them'
https://www.netfm.net/news/9news/doesnt-go-on-holidays-woody-the-roaming-robot-to-help-shoppers/
The Future of Australian Retail—2024 and Beyond—Introduction (1) - Retail Doctor Group
Cited text: ... Robotic assistance is trending in 2024 due to its potential to address labour shortages, enhance worker productivity and safety, and improve the c...
Excerpt: Robotic assistance is trending in 2024 due to its potential to address labour shortages, enhance worker productivity and safety, and improve the customer experience
https://retaildoctor.com.au/rdg-blog/the-future-of-australian-retail-2024-and-beyond-introduction-1/
How can elderly individuals stay involved in grocery shopping with limited mobility? - Hovi Care
Cited text: Technology offers increasingly accessible solutions for elderly individuals with mobility limitations. Grocery shopping apps provide platforms for bro...
Excerpt: Technology offers increasingly accessible solutions for elderly individuals with mobility limitations.
https://hovicare.com/how-can-elderl...ed-in-grocery-shopping-with-limited-mobility/
'Doesn't go on holidays': Woody the roaming robot to help shoppers—NetFM
Cited text: Standing at one-and-a-half metres tall, the shell of the robot is made by the Chinese company Unitree, with Woody's AI software created by Bell. · RE...
Excerpt: Bell aims to launch the bots in shopping centres next year, with plans for up to 20 robots in one shopping complex—when they're not being booked for specific assistance, they'll be roaming and available for help
https://www.netfm.net/news/9news/doesnt-go-on-holidays-woody-the-roaming-robot-to-help-shoppers/
Robots in retail: Stockland undertakes first 'use case' of Chip the robot
Cited text: In the future Stockland hopes to develop further sophisticated applications, which will transform and enhance the in-centre experiences of the 422,000...
Excerpt: Stockland hopes to develop further sophisticated applications which will transform and enhance the in-centre experiences of the 422,000 shoppers who visit one of Stockland's 40 shopping centres every day, such as assisting an elderly…
https://www.stockland.com.au/media-...d-undertakes-first-use-case-of-chip-the-robot
Australians willing to trust retail robots, researcher says—News ...
Cited text: A key finding is that shoppers are prepared to trust robots in stores if they’re proving to be useful, and that if they are, this trust will increase ...
Excerpt: A key finding is that shoppers are prepared to trust robots in stores if they're proving to be useful, and that if they are, this trust will increase over time.
https://www.indaily.com.au/business...illing-to-trust-retail-robots-researcher-says
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