Australia’s leading pet care retailer and part of Greencross Pet Wellness Company, Petbarn has developed a generative AI–powered solution to help pet owners keep their pets happy and healthy.
PetAI, the first-of-its-kind solution, is the result of a collaboration between Petbarn, Microsoft and Insight Enterprises. It is an intelligent assistant that offers tailored pet care advice and product recommendations to Petbarn customers. Drawing on Greencross’ proprietary advice and extensive product insights, the solution aims to make it easier to manage pet wellbeing.
The first release of PetAI went live in October 2024 on Petbarn’s website with thousands of customers already embracing its functionality. The solution has now been integrated into the new Petbarn app.
Greencross chief information officer, Mark Norris said, “PetAI represents a significant leap forward in our 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 pet parents and complements the best-in-class experiences in both Petbarn stores and Greencross Vets clinics.”
Several Microsoft technologies were used to create PetAI, including Azure OpenAI Service, Azure AI Search and Azure App Service. Microsoft has also worked with Greencross to ensure it has the necessary AI infrastructure to support the solution as capabilities grow. This combination of technologies enables PetAI to give customers highly personalised recommendations on products and ways to keep their pets happy and healthy.
Microsoft Australia and New Zealand national chief technology officer, Sarah Carney said Petbarn is the first retailer in the region to deploy Microsoft’s generative AI technologies on this kind of scale.
“Generative AI is redefining how businesses operate, and Petbarn is leading the charge in leveraging its potential to create superior customer experiences. 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,” she said.
Insight chief technology officer for Asia Pacific, Veli-Mati Vanamo commented, “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 to drive tangible return on investment across the customer journey. While we’re at the start of this AI journey we are truly excited about the possibilities it holds.”