The best AI transformation is the one nobody notices - Pets at Home makes the case
For a business built on the bond between people and their animals, the test of a good AI deployment turns out to be whether anyone notices it at all. That is how Pets at Home, the UK pet care group most shoppers know as a retailer, is approaching a technology stack that now reaches across stores, vet practices, healthcare and an insurance product about to come to market.
Simon Ellis, Head of AI Transformation at Pets at Home, frames the ambition:
We have a veterinary care business, a healthcare business, and we're about to launch an insurance part of a new business, and we use AI all the way through that. We've been one of the early adopters for a number of years. The key for us is that it is seamless, it is invisible. Technology done well is absolutely seamless.
That invisibility is a design goal rather than a...
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