Petbarn has unveiled PetAI, a generative AI-powered assistant designed to help pet owners keep their furry friends healthy and happy.

The innovative solution, developed in partnership with Microsoft and Insight Enterprises, leverages cutting-edge AI technologies to provide personalised pet care advice and product recommendations. Drawing on Greencross’ extensive veterinary expertise and product insights, PetAI aims to simplify pet care for Australians.

The first iteration of PetAI launched on Petbarn’s website in October 2024, with thousands of pet owners already embracing its features. Now integrated into the newly launched Petbarn App, PetAI offers a seamless, AI-driven approach to managing pets’ health and wellbeing.

Mark Norris, Chief Information Officer at Greencross, said PetAI represents a significant leap forward in their customer experience strategy, providing pet owners with expert advice and personalised solutions at their fingertips, directly from the knowledge of Petbarn and Greencross Vets.

“The collaboration with Microsoft and Insight has enabled us to push the boundaries of innovation and deliver a truly unique experience for pet parents in Australia – one that they are already highly engaged with.

“We understand that being a pet parent can be complicated, from juggling walks to vet care, grooming, and feeding. By embedding our unique PetAI in both our App and online experiences, it’s another way we’re looking to help Aussie pet parents be the best they can be for their furry friends. This complements the best-in-class experiences in both Petbarn stores and Greencross Vets clinics.”

PetAI is powered by Microsoft technologies, including Azure OpenAI Service, Azure AI Search, and Azure App Service. These tools enable the platform to deliver highly personalised recommendations for pet health, nutrition, and training. In addition to addressing common health-related queries, PetAI has answered some quirky questions from Australians, such as:

  • “Is it safe for my dog to eat Vegemite toast?”
  • “When do puppy teeth fall out?”
  • “How can I stop my cat from climbing the Christmas tree?”

Sarah Carney, National Chief Technology Officer at Microsoft Australia and New Zealand, highlighted the significance of this development.

“Generative AI is redefining how businesses operate, and Petbarn is leading the charge in leveraging its potential to create superior customer experiences,” she said. “Our collaboration with Greencross and Insight underscores AI’s role in shaping the future of retail, enabling businesses to meet consumers’ needs in more dynamic and responsive ways.”

The development of PetAI was a collaborative and iterative process. Microsoft hosted discovery sessions and workshops with Greencross stakeholders to identify areas where AI could add value. During the design phase, Insight played a key role in implementing advanced AI capabilities, including retrieval augmented generation and a multi-agent model, to enhance PetAI’s functionality.

Veli-Mati Vanamo, Chief Technology Officer for Asia Pacific at Insight, said PetAI exemplifies the remarkable impact of real-world AI solutions in reshaping how businesses engage with their customers and foster engagement and loyalty.

“We are proud of the partnership with Greencross and Microsoft and believe this launch signifies the beginning of brands like Petbarn recognising the transformative potential of AI.”

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