Client story PetAI - An AI Assistant Providing Personalized Pet Care Advice

The AI assistant is designed to help pet owners manage their pets’ health and wellbeing by providing expert guidance, tailored suggestions, and seamless service integration – all within a single digital experience.

PetAI draws on Greencross’s extensive veterinary expertise and proprietary product knowledge. The solution has been integrated into Petbarn’s website and mobile app, ensuring a consistent and accessible experience for customers across digital touchpoints.

The motivation to create PetAI stemmed from Greencross’ recognition that pet owners must often navigate multiple sources of information – such as vet clinics, online forums, and retail platforms – to find solutions. The company wanted to create a unified platform where owners could access expert advice and relevant products easily and seamlessly.

PetAI bridges this gap by offering a holistic digital pet care experience that mirrors the interactions customers find in-store and at veterinary clinics.

When selecting a partner for the project to build PetAI, Greencross turned to Insight because of its extensive expertise in AI-driven solutions and Microsoft technologies. 

PetAI is set apart by its frictionless role in the customer journey. Unlike some AI chatbots that require sign-ups or paid subscriptions, PetAI is freely accessible to all users. This ensures any pet owner can access expert guidance, whether they are browsing Petbarn’s website, using its mobile app or shopping in-store.

The AI assistant’s ability to provide contextual, relevant recommendations has significantly enhanced customer engagement. PetAI is engaging in thousands of conversations every week, helping address common pet health concerns, such as “When do puppy teeth fall out?” and product-specific queries, like “Which food is best for a Labrador with sensitive digestion?” This level of personalisation has increased customer satisfaction and conversion rates. However, the real value of PetAI lies in providing reliable and trustworthy information that empowers pet owners to better manage their pets’ health and wellbeing.

The process of developing PetAI has also delivered broader value to Greencross. It has accelerated the company’s AI adoption strategy by fostering internal expertise and opening the door for further AI-driven innovations. As a result, Greencross’s engagement with Insight has accelerated its digital transformation and made it a leader in AI-powered retailing.

As PetAI continues to evolve, it will play an increasingly important role in Petbarn’s digital strategy, offering even more value to pet owners across Australia.