Retail fraud poses a significant challenge for businesses, costing the industry an estimated $100 billion annually. For leading pet supplies retailer, Pets at Home, combating fraud is an ongoing priority. The company has been proactively exploring innovative solutions, and has turned to bespoke AI technology to empower their team in fraud detection.
Pets at Home has implemented a trial using Copilot Studio to develop AI agents tailored for retail fraud detection, directly addressing the evolving landscape of fraudulent activities. Kay Birkby, Senior Fraud Manager at Pets at Home, highlights the diverse nature of these attempts, ranging from dishonest returns and discount misuse to the illicit use of stolen credit card details.
One prevalent fraudulent tactic involves the repeated submission of the same damaged package photograph by different individuals to claim unwarranted refunds or redeliveries. The sheer volume of cases makes identifying such systematic fraud manually incredibly challenging.
However, Pets at Home’s trial has demonstrated the power of AI agents in streamlining this process. The agent, built with Copilot Studio, can efficiently analyze vast datasets, swiftly identifying patterns like the duplicated photo scenario. This advanced capability enables Birkby’s team to analyze transaction data with greater efficiency and make informed decisions promptly.
Beyond fraud detection, the copilot agent has proven beneficial in identifying product-related issues by meticulously tracking customer complaints. This allows Pets at Home to detect anomalies and behavioral patterns, pinpointing not only potential fraud but also instances where customers have genuinely experienced product issues requiring further investigation. This proactive approach ensures Pets at Home can promptly address product concerns, enhancing overall customer satisfaction and maintaining the quality of products offered to pets at home and their owners.
