PetSmart AI Adoption Tracker
Last updated: August 9, 2026
Overview
PetSmart, North America's leading pet specialty retailer with nearly 1,700 stores, has positioned itself as a leader in retail AI transformation[1]. The company has developed a comprehensive AI strategy spanning personalized marketing, operational optimization, and customer experience enhancement. CEO Doug McMillon positioned 2026 as 'the year where tinkering becomes transformation'[2], signaling a shift from experimental AI to practical business impact. PetSmart's AI initiatives include the revamped Treat Rewards loyalty program using AI decisioning to achieve a 22% increase in offer activations[3], partnership with Vetster for virtual veterinary support[4], and deployment of GreyOrange's gStore platform for inventory management[5]. The company has also integrated AI into fraud detection, saving an estimated $12 million annually[6].
- [1] How PetSmart is using AI in its revamped loyalty program
- [2] Vetster Brings Virtual Veterinary Support to PetSmart Associates
- [3] PetSmart Rolls Out Store Solution to Improve Inventory Management
- [4] PetSmart is Using AI and Machine Learning to Conquer Digital Fraud
- [5] This CDP Is Using AI To Reach People (And Their Pets) On An Individual Level
- [6] How PetSmart Uses AI and Microservices to Enhance the Digital Experience
AI Maturity Index
Radar Comparison
Peer Comparison: PetSmart vs retail
Based on 41 companies in sector
| Dimension | PetSmart | Sector Avg | Diff |
|---|---|---|---|
| Adoption | 4.0 | 3.5 | +0.5 |
| Proficiency | 4.0 | 3.2 | +0.8 |
| Impact | 4.0 | 3.3 | +0.7 |
| Overall | 4.0 | 3.3 | +0.7 |
Key Metrics
AI Initiatives
Vetster Virtual Veterinary Support Partnership
January 2026
Virtual veterinary platform providing real-time access to licensed veterinarians for store associates
Rolled out to select US stores, enabling associates to connect with veterinarians instantly through secure medical platform for real-time care guidance across all species in PetSmart stores.
AI-Powered Treat Rewards Loyalty Program
April 2025
Revamped loyalty program using AI decisioning to personalize offers and optimize communication timing
Uses Hightouch's AI Decisioning model to tailor specific messages to customers based on purchase history and behavior. The program has three tiers (member, bestie, VIPP) and achieved 22% increase in offer activations with members spending significantly more.
gStore AI-Powered Inventory Management
January 2025
GreyOrange's SaaS gStore platform for optimizing inventory management and store operations
Deployed across nearly 1,700 stores with capabilities for digital fulfillment optimization using dynamic pick paths and real-time inventory data. Reduces time needed to execute online orders from stores.
Algolia AI-Powered Search Enhancement
2024
AI-driven search and personalization platform for improved product discovery
Implementation of Algolia's search platform to improve inventory-aware omnichannel search performance and relevance for customers.
Microservices Architecture and Digital Transformation
2024
Re-platforming to microservices architecture to enable faster AI and technology innovation
Shift from distribution center-focused to store-based e-commerce fulfillment model, enabling faster iteration on customer experience and AI implementation.
Frequently Asked Questions
PetSmart uses AI Decisioning from Hightouch to personalize offers based on customer purchase history and optimize communication timing, achieving a 22% increase in offer activations with its Treat Rewards program.
PetSmart uses Kount's AI and machine learning platform that analyzes transaction data through hundreds of models in 250 milliseconds, helping save an estimated $12 million annually by preventing fraudulent orders.
PetSmart has deployed GreyOrange's AI-powered gStore platform across nearly 1,700 stores for inventory management and digital fulfillment optimization.
PetSmart partnered with Vetster to provide store associates with real-time access to licensed veterinarians through a virtual platform, enhancing in-store pet care capabilities.
PetSmart's Treat Rewards loyalty program has 75 million members (up from 67 million before the AI-powered relaunch) and accounts for over 90% of the company's transactions.
In Application
| Application | Vendor | Use Case |
|---|---|---|
| AI Decisioning | Hightouch | Loyalty program personalization and campaign optimization |
| gStore Platform | GreyOrange | Inventory management and digital fulfillment optimization |
| Kount Fraud Detection | Kount | Real-time fraud detection and prevention for e-commerce transactions |
| Search and Personalization | Algolia | AI-driven product search and inventory-aware omnichannel experience |
| Virtual Veterinary Platform | Vetster | Real-time veterinary consultation support for store associates |
Sources
How PetSmart is using AI in its revamped loyalty program
Vetster Brings Virtual Veterinary Support to PetSmart Associates
PetSmart Rolls Out Store Solution to Improve Inventory Management
PetSmart is Using AI and Machine Learning to Conquer Digital Fraud
This CDP Is Using AI To Reach People (And Their Pets) On An Individual Level
How PetSmart Uses AI and Microservices to Enhance the Digital Experience
PetSmart Fiscal Year 2024 Annual Report
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About AI Tracker
AI Tracker is a research project by Larridin, the AI execution intelligence platform.
Methodology: We analyze earnings calls, press releases, partnership announcements, and product documentation. All assessments are based solely on publicly available information—no private customer data is used.
Maturity Scoring: Each dimension is rated on a 4-tier scale (Nascent → Emerging → Scaling → Leading) based on evidence from public sources. Industry averages are computed as the median across all tracked companies in the sector.