SAVINGS
Chewy Turns Service Automation Into Margin Discipline
Chewy projects $50 million in annual AI-driven cost savings beginning in fiscal 2027. The company is applying AI across customer care, pharmacy and veterinary services, and said its customer assistant, Cai, has resolved roughly 30% of self-service chats as it builds toward broader multiagent orchestration.
This is the sober version of enterprise AI: not a brand campaign, but a cost line. Chewy's case shows how service-heavy businesses can convert automation into margin expansion if they focus on repeatable workflows. The unresolved question is how much customer experience survives as more support gets routed through machines.
Source: CIO Dive · September 11, 2026