An assistant that answers 60% of enquiries overnight
An assistant that answers clients’ questions from the practice’s own policies and prices, books appointments, and passes anything clinical to a person.
- Client
- Veterinary group
- Year
- 2024
- Location
- Oxfordshire
- Services
- Websites, Automation & AI
- Enquiries resolved
- 60%
- Reception hours saved a month
- 90+
The brief
Reception teams across three practices were answering the same questions all day: opening hours, vaccination prices, what to do before an operation. Out of hours, those questions went to voicemail. The group wanted clients to get quick, accurate answers without replacing the people clients trust.
What we did
- Spent two weeks with the reception teams working out which questions were safe, and worthwhile, to hand over.
- Built an assistant that answers only from the practice’s own policies and price lists, and shows where each answer came from.
- Connected it to the booking system, so a client can go from a question to an appointment in one conversation.
- Made sure anything clinical, urgent or uncertain goes straight to a person, and kept a record of every conversation for the practice to check.
The result
The assistant now answers 60% of enquiries without a phone call, many of them overnight, and has given reception back more than 90 hours a month. Clinical questions still reach a vet, and faster than before.
Placeholder case study for the prototype. Figures, quotes and photography must be replaced before launch.
