Pets at Home, a leading UK-based pet care business, is pioneering the integration of artificial intelligence (AI) within its operations by adopting Microsoft Copilot Studio. This strategic move is aimed at enhancing its operational efficiency and boosting customer experience, according to news.microsoft.com.

AI Agents for Operational Support

By leveraging Microsoft Azure, Pets at Home has developed a platform that consolidates data from its various operations. The introduction of AI through Microsoft Copilot Studio allows the company to create AI agents that support different business areas. This initiative aligns with Microsoft’s recent announcement about the capability to create autonomous agents, which aim to enhance the capacity of teams across sales, service, finance, and supply chain sectors.

Pets at Home has already utilized early access to these agent-building features to develop a specific AI agent designed to assist its retail fraud detection team in identifying suspicious transactions. Future plans include deploying additional AI agents to support colleagues in various departments.

Transforming Customer Experience

The adoption of AI is part of a broader strategy to integrate AI services across all departments within Pets at Home. For instance, veterinary staff can now save time on administrative tasks, allowing them to focus more on patient care. Furthermore, by unifying data from different operations, the company aims to provide a seamless and enhanced customer experience.

With a customer base of 8 million in its Pets Club and 10 million pets, Pets at Home is utilizing machine learning and AI algorithms to generate recommendations for optimal customer engagement. This approach helps store employees provide personalized information to customers regarding their pets’ needs based on life stages and purchasing history.

Future Prospects

The innovative use of AI is expected to make Pets at Home more relevant to its customers, assisting them in making informed decisions for their pets, whether in-store, online, or at veterinary practices. This AI integration marks a significant step for the company in its quest to revolutionize the pet care industry by leveraging cutting-edge technology.

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