What challenges did Pets at Home face before AI implementation?

Complex and disconnected data systems across retail and veterinary operations. Inefficient fraud detection processes requiring significant manual investigation. Difficulty providing tailored pet care recommendations to millions of loyalty members. Veterinary clinicians burdened by high administrative workload, reducing patient focus. Need to maintain strict data privacy while scaling innovation.

What was the impact of the AI solution?

Accelerated fraud investigations and improved detection accuracy. Enhanced personalization for 8 million loyalty customers and 10 million pets. Freed up clinical staff from administrative tasks, increasing patient care time.

Source

MicrosoftLive sourceEvidence: Low35/100

Pets at Home scales fraud detection and veterinary care with AI-powered agents

Use case typeShopping recommendationsUpdated Jun 13, 2026

Pets at Home, the UK’s largest pet care company with 450 retail stores and veterinary practices, unified its previously siloed operations by leveraging Microsoft Azure to establish a centralized data platform. Using Microsoft Copilot Studio, it developed AI agents that play critical roles in multiple business areas, notably retail fraud detection and personalized pet care recommendations for 8 million loyalty program members and 10 million pets. The AI agent analyzes large-scale transaction data to spot suspicious activity, such as repeated claims using identical photos, vastly accelerating and improving the accuracy of fraud investigations. In veterinary operations, AI transcription and scheduling tools streamline administrative tasks, allowing clinicians to spend more time on patient care. These solutions, built with strict data privacy, have enabled the company to scale, enhance consumer service, and foster business innovation.

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Organization: Pets at Home
Industry: Retail
Location: United Kingdom
Published: April 2025

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Pets at Home
Provider: Microsoft
Maturity: Unknown
Linked source: microsoft.com

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 3

1fraud detection agent
2personalized recommendation engine
3vet administrative agent

Unified enterprise data on Microsoft Azure to break down silos.
Built AI agents for fraud detection using Microsoft Copilot Studio, identifying suspicious transactions automatically.
Leveraged Azure machine learning for personalized pet care recommendations.
Implemented AI transcription and scheduling to streamline clinic operations.
Ensured data privacy and security throughout transformation.

Technologies

Azure AI Copilot Azure ML

Accelerated fraud investigations and improved detection accuracy.
Enhanced personalization for 8 million loyalty customers and 10 million pets.
Freed up clinical staff from administrative tasks, increasing patient care time.

Architecture

All operational and customer data from Pets at Home’s retail, online, and veterinary divisions are unified in a centralized Azure data platform. AI agents developed with Microsoft Copilot Studio leverage this data for use cases like fraud detection—analyzing transactions to identify suspicious claims—and personalized recommendation systems. In veterinary clinics, AI-driven transcription and scheduling solutions automate time-consuming tasks, using the same Azure-based ecosystem for secure data sharing and privacy.

Sources & evidence2

Evidence: Low35/100Evidence strength