Vetsy is the AI phone system for veterinary practices that answers calls, posts a full recording, transcript and summary to your PMS, and feeds back valuable insight into your business. That’s the broad overview, but how does it work in detail? Here’s the step by step view of how Vetsy works, as seen from the dashboard.
What happens before the phone even rings?
Vetsy receives the caller ID and checks it against the patient database. If the number matches an existing patient, Vetsy pulls the client and patient’s name, details, treatment and payment history from the PMS. It then displays everything the front desk needs on a smart caller pop-up. As a result, the receptionist can greet the caller personally with all their details on hand. It’s a great first impression that callers appreciate.
If it’s a new patient, fresh data will be saved at the end of the call, ready to populate a new record.
Vetsy populates records for both the customer and the pet, so a clear treatment timeline is visible.
What happens during the call?
Speed and efficiency can be critical in a veterinary practice. With Vetsy, there’s no need to spend 30-45 seconds recapping key details just to start the call. The receptionist can welcome the caller back and pick up from the most recent point in the conversation, maintaining momentum in the patient relationship.
The receptionist answers the call
Consider the difference between these two greetings:
“Happy Paws Veterinary Clinic. Eileen speaking. How can I help?”
And
“Good morning, Mr. Wilson. You’re speaking to Eileen. I see that you have an appointment booked for Titus and Patch. How can I help today?”
By enabling option 2, Vetsy provides the patient-centric opening that sets your clinic apart.
The patient explains what they need
With a conventional phone system, the receptionist has to maintain a professional conversation while noting down the key details. This makes it all too easy for errors to creep in or misunderstandings to occur. There is no guarantee that either party will spot the gaps before the call ends. Where pet care is concerned, that could have serious consequences.
Vetsy’s AI phone system takes care of the notes automatically, recording, transcribing and summarising the call content. It then posts everything to the PMS.
At a glance, anyone on the team can see:
- What was the purpose of the call? It could be an inquiry, callback, payment or complaint, for example.
- What are the next steps to take?
- Who are these next steps assigned to?
- What is the deadline?
If the AI Receptionist answers
From the perspective of the caller, there is no discernible difference if the call is taken by the AI receptionist. This would be most common during busy periods, to capture overflows, or during out of office hours.
Vetsy AI receptionist answers calls 24/7 and can complete the same actions as a human agent:
- Booking appointments
- Taking payments
- Answering basic queries
- Confirming details
What if the call is an emergency?
If an urgent call comes in during office hours, Vetsy ensures that it is answered. That’s already a welcome upgrade on standard phone systems. Subsequently, Vetsy will escalate the call to a clinical professional immediately. At no point will the AI receptionist offer clinical advice.
What does Vetsy do after the call ends?
At this point, the busy receptionist would normally have to add the task of updating notes in the PMS to an already growing to-do list. That’s on top of answering more phone calls and welcoming in-practice patients. With Vetsy AI phone system, however, updates are already done.
Vetsy posts these to the system in seconds
Call recording, transcript, and summary.
Vetsy updates records in the PMS according to Code of Conduct record-keeping obligations, so it’s not just saving time. It’s supporting compliance. Anybody on the team can refer to these later in case of disputes or misunderstandings.
Sentiment analysis
An innovative bonus feature that evaluates the conversation for caller and agent sentiment. Managers can review these to gauge the general patient satisfaction trends over time.
Conversation analysis
The conversation analysis feature evaluates the different phases of a call, enhancing the call performance of your receptionists, teams or branches. If the number of appointments booked is on a downward trend, for example, it may be that closings need attention. Similarly, it’s easy for managers to check if each receptionist is using the desired greeting, and following the correct steps outlined during training.
How does Vetsy handle missed calls?
Chasing patients and following up on missed calls represent some of the most time-consuming tasks on the front desk’s task list. Vetsy AI phone system streamlines the process and prevents calls slipping through the net.
- Missed calls are tagged and matched against caller ID if it’s a returning patient
- Vetsy assigns follow-up steps with a separate workflow
- Once complete, patient files are updated and next steps allocated as normal
How Vetsy connects to your existing PMS
Vetsy bridges the gap between a practice’s phone system and PMS, the nexus where incomplete processes so often lead to lost revenue.
The integration is seamless. Vetsy posts data automatically to the PMS, or displays it with one-click access if a receptionist wants to consult a customer file. That’s a time-saver when records might be stored across multiple platforms.
What platforms does Vetsy integrate with?
Because we designed Vetsy specifically for veterinary practitioners, it works seamlessly with the leading PMS and CRM platforms you’re already using.
Learn more about integration partners
Vetsy FAQs
Does Vetsy AI phone receptionist sound robotic?
No. Vetsy uses custom prompts and leverages a business-specific word bank to speak the language of your practice in a natural human tone and cadence.
Does Vetsy replace veterinary receptionists?
No. By eliminating missed calls, flagging callbacks, and updating notes automatically, Vetsy gives time back to your busy team.
How fast does Vetsy respond to a call?
Vetsy AI receptionist replies instantly to any incoming call so your patient is not kept waiting or stuck in a queue.
Can Vetsy handle emergency or urgent calls?
Vetsy’s 100% call-answering capability means no emergency call is kept waiting. However, the practice can set escalation policies to direct that call swiftly to a clinician or out-of-hours provider. In short, Vetsy books the emergency appointment, but will redirect for emergency advice.
What won’t Vetsy do?
For reasons of clinical compliance, Vetsy will not diagnose or clinically triage an emergency, or make a clinical assessment. These calls will always be handled by a veterinary professional.
Does Vetsy integrate with my PMS?
Vetsy already offers seamless integration with a number of leading PMS platforms, including Lupa, Merlin, Provet and Covetrus Ascend.
Is client and patient data handled securely?
Vetsy doesn’t hold client and patient data independently. It connects directly into the practice’s existing PMS, so records stay governed by the security and compliance standards the practice’s PMS already has in place.
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