Change is sweeping through the veterinary industry. The pressure is greater on clinics to deliver a more transparent, better quality customer experience. Vetsy’s AI-powered phone system for veterinary practices makes it easier not just to meet expectations, but to surpass them.
The Competition and Markets Authority review into the UK veterinary sector highlights the clear challenge facing the 3,500+ clinics nationwide, 40% of which are small or medium-sized businesses.
On the customer side, there is “significant consumer detriment” at pricing, information, and availability. On the clinical side, there is a greater compliance burden on vets in terms of the quality and transparency of information they share.
In short, stretched veterinary practices whose expertise is in clinical care need to find a way to apply their limited administrative resources to enhancing the customer experience.
With innovative platforms such as Vetsy, veterinary practices can do just that. They can deliver an outstanding patient experience and a more efficient process that drives business productivity using artificial intelligence (AI).
The rise of AI in the veterinary sector
According to Zoetis, around 30% of UK veterinary practices have adopted some form of AI already. Consumers also have an array of tools now available to them to assist with tracking their pet’s health, diagnosing ailments, and sourcing medications.
Where there is a natural vulnerability, however, is in call handling and administrative tasks. Few vets have sufficient time to spend on updating records, booking appointments, and processing payments and prescriptions. That can leave customers feeling poorly served even when they have full confidence in the clinical care given to their pet.
Luckily, this is an area where AI can replicate the same successes seen in other sectors. By using automated phone systems that integrate seamlessly with the clinic’s Practice Management Software (PMS), veterinary surgeries can unlock hidden growth and restore patient satisfaction.
How Vetsy helps veterinary practices
Vetsy is an innovative, intuitive, AI-supported platform that answers calls, collects data, provides insight, books appointments, takes payments, and ensures that both veterinary clinics and customers have the right information when they need it.
By improving the human reception team’s phone performance as well as automating call handling, Vetsy goes beyond many of the other platforms on the market.
AI Phone System
Where Electronic Medical Records (ERM) and customer call note-taking are concerned, there’s no leeway for confusion, inconsistency, or error. Veterinary practices have strict Code of Conduct obligations to ensure clear, accurate, and detailed record keeping. Vetsy provides peace of mind throughout the practice. It inputs and synchronises call data directly into the PMS in a structured, compliant format.
The benefits are visible before the call even begins.
Before the call
Vetsy recognises the incoming number by caller ID and pulls up the customer’s details on a quick-reference pop-up. Alternatively, it tags the caller as a new patient. This allows the receptionist to begin the conversation at the right place in the patient’s pet treatment plan, to better assist them in taking the next step.
During the call
Vetsy records the call, transcribes and summarises the content, and extracts important detail. It then saves all data directly to the PMS. To manage the high frequency of medical or industry-specific terms, users can add to their own dictionary to avoid misunderstanding or transcription errors.
After the call
Instead of a busy receptionist having to update handwritten notes into the system, with the potential to introduce errors, Vetsy’s automated AI phone system updates records automatically with a call transcript, summary and even sentiment analysis for smoother tracking and follow-up. Calls can even be monitored and assessed for service delivery, allowing administrators to provide coaching based on performance.
AI Receptionist
Vetsy’s AI Phone System integrates with your Practice Management Software (PMS) to show caller context, automate call notes, and turn every conversation into actionable insight.
For many callers, the AI identity of the agent is impossible to distinguish. The agent listens patiently, processes the request, and responds logically and accurately in a human tone and cadence.
- Every call answered in seconds 24/7. A vital resource for out of hours emergencies.
- Reduces admin by taking notes during the call
- Provides a consistent, clear customer experience
- Accelerates the conversation by sharing essential data on a screen pop-up
Each interaction goes beyond a standard call. Behind the scenes, the agent can transcribe, store, summarise and analyse the entire conversation – even to the point of evaluating the prevailing sentiment – and trigger secondary actions that integrate with the PMS using the structured SOAP method.
- Taking payments
- Booking appointments
- Responding to common queries
What does Vetsy do?
Vetsy removes the tedium of repetitive administrative tasks and manual record-keeping to give veterinary staff back their time, so that they can focus on offering the best possible in-practice service to their customers.
The platform sets up a reliable, secure system for recording the essential data from every call, giving the customer the transparency they crave and the clinic the oversight it needs to function most efficiently.
Vetsy integrates with your system
5 reasons to love Vetsy
1. More bookings. Filling up the calendar is rarely a problem for busy veterinary clinics, but Vetsy creates a smoother pipeline from inquiry to booking.
2. More opportunities. Calls answered 24/7, with every callback and follow-up flagged and tracked.
3. Better performance. Help your human agents refine and improve their service delivery with actionable coaching insight from each call.
4. More time on patients. Divert the time spent on updating call notes and repetitive admin to revenue-generating tasks.
5. More professional care. Vetsy addresses one of the most common complaints among pet owners, that they lack transparency and personalised care. With their notes visible to the receptionist before the call starts, customers feel heard, valued, and informed.
Want to know more about Vetsy?
Click below to see the full list of features, how it works, and where it’s making a difference in the veterinary industry.