Since taking on the role of Chief Information Officer at Pets at Home in 2019, William Hewish has been dedicated to integrating the company’s diverse operations into a cohesive digital platform. As the UK's largest pet care company, Pets at Home operates approximately 450 retail stores, a robust online presence, 450 independently run veterinary practices, and grooming services catering to around 17,000 pets each week.

Hewish identified an urgent need to connect these previously siloed systems. "The business has always had a strategy to join up the pet care experience for customers," he stated. His immediate goal was to enhance the digital infrastructure, aligning online sales, loyalty programs, and veterinary services into a seamless omnichannel experience.

Utilizing Microsoft Azure, Pets at Home has developed a platform that consolidates data across its various operations. The company is now exploring the potential of artificial intelligence (AI), having become an early adopter of Microsoft Copilot Studio. This tool enables businesses to create AI agents tailored to different operational areas. The recent announcement by Microsoft on October 21 regarding the introduction of autonomous agents further aligns with Pets at Home's goals to enhance capacity across sales, service, finance, and supply chain functions.

One of the first AI agents developed at Pets at Home focuses on retail fraud detection. Given that retail fraud costs the industry an estimated $100 billion globally, the company recognizes the importance of technological empowerment in mitigating these risks. Kay Birkby, the senior fraud manager, highlighted the challenges posed by fraudulent activities, such as return abuses and stolen credit card usage. With the new AI agent, her team can efficiently sift through vast amounts of transaction data to identify patterns and anomalies, allowing for quicker and more informed decision-making.

The integration of AI across various departments extends beyond fraud detection. For veterinary staff, AI tools can alleviate the burden of administrative tasks, thereby allowing them to concentrate more on patient care. With approximately 8 million customers and 10 million pets in its loyalty program, Pets at Home employs machine learning algorithms to provide personalized recommendations based on customers’ purchasing behaviors and their pets' specific needs.

Simon Ellis, head of AI transformation at Pets at Home, noted the rapid deployment of AI agents, which require minimal coding skills for integration into existing systems. This flexibility not only improves operational efficiency but also enhances customer service. “The ability to bring in AI allows us to scale and grow the business while improving overall consumer service,” Ellis stated, emphasizing the importance of data privacy. He assured that all data remains within Pets at Home's ecosystem, used solely in accordance with stringent privacy guidelines.

As the company advances its AI initiatives, it sees significant potential in optimizing veterinary services. Dr. Samantha Butler-Davies, Veterinary Services Director, discussed the application of a custom transcription tool during clinical consultations. This technology not only streamlines administrative workflows but also helps veterinarians better manage complex patient care schedules.

The implementation of AI tools across Pets at Home signifies a commitment to enhancing both operational efficiency and customer experience. With Hewish emphasizing the importance of freeing up veterinary professionals to focus on patient care, the company aligns its technological advancements with its overarching mission: "Creating a better world for pets and people who love them."