Unleashing an AI Revolution: How Pets at Home is Transforming with Copilot Agents 

Why Choose AI? 

The decision to adopt AI was driven by the need to tackle various challenges, particularly online fraud, which is a significant issue for retailers globally. Online fraud is a $100 billion challenge, and Pets at Home recognised the potential of AI to address this problem effectively. By leveraging AI, they aimed to automate the data-intensive and manual process of investigating potential fraud scenarios, thereby enhancing efficiency and accuracy. 

How It Has Worked for Them 

Pets at Home has been one of the early adopters of Microsoft Copilot Agents, which are digital assistants powered by AI. These agents have significantly reduced the workload of their colleagues by autonomously gathering relevant information, performing analysis, and providing insights back to the fraud team. This integration ensures that a human is always in the loop, maintaining a seamless connection with their existing ecosystem. 

The AI agents have also enabled image analysis, identifying whether boxes have been damaged, delivered, or if images have been reused in other claims. This capability has allowed the fraud department to identify fraud 10 times faster and process 20 times more cases a day than before, operating at scale and speed efficiently and accurately. 

Personal Opinions on AI 

The team at Pets at Home views Copilot Agents as an extension of their team. The low-code nature of these agents, which speak their language, has transformed tasks that previously took 20 to 30 minutes into actions completed now within seconds. This rapid response capability is crucial in their fast-paced environment, making AI a valuable asset in their operations. 

Integration and Results 

Integrating AI into their processes has been a game-changer for Pets at Home. The company has seen significant improvements in efficiency and accuracy, with the potential for seven-figure savings. As they continue to build these agents into more processes and consumer and colleague journeys, the possibilities for further efficiency gains are limitless. 

How iThink 365 Can Support Others 

At iThink 365, we understand the transformative power of AI and are committed to helping other businesses achieve similar success. We offer comprehensive support for the implementation of Copilot Agents, ensuring a seamless integration into your existing systems. Our team of experts can guide you through the process, from initial consultation to full deployment. 

Questions to Consider 

  • If you could implement any changes within your company to enhance ease of operations and boost productivity, what would those changes be? 
  • How would you feel if you could effortlessly implement AI to achieve the improvements you have considered from the previous question? 

Many businesses face challenges such as inefficient processes, lack of automation, and difficulty in managing customer interactions. iThink 365’s Envisioning Service is designed to identify and address these pain points by providing customised solutions using the latest Microsoft technologies. Whether it’s automating workflows, improving data analysis, or enhancing customer engagement, our services are tailored to meet your specific needs and drive your business forward. 

We can support any changes or system implementations you may need. Contact us directly to book a discovery call with our technical lead and explore how we can help you unleash the potential of AI in your business.