How Genius Vets Leveled Up Their Customer Service Training—Guess What? You can too!

Customer service can make or break a brand. It’s one of the most consistent touch points you have with your customers—and one of the hardest to scale and train for consistently.

That’s why I’m excited to share the success story of our work with Genius Vets, a company transforming how veterinary practices connect with pet owners. Together, we built a powerful, AI-driven solution that’s changing the game for customer service training—and it might just inspire what’s possible for your team too.

The Challenge: Scaling Customer Experience Without Losing the Human Touch
Genius Vets had a familiar problem: they wanted to improve the quality and consistency of their customer interactions, but traditional methods like manual call reviews and coaching were time-consuming, subjective, and hard to scale. They needed a smarter, automated way to capture insights from real customer service calls and use them to train and empower their team.

The Solution: A Fully Automated, AI-Powered Feedback Loop
Working together, we built a serverless, scalable solution on AWS that turns raw call audio into actionable coaching data—almost in real time.

Here’s how it works:

1. Call Ingestion via Twilio
   Calls are automatically captured and routed through Amazon API Gateway and Lambda, with the audio stored in Amazon S3.
   
   
2. Transcription & AI Analysis
   AWS Step Functions orchestrate the process—from transcription via Amazon Transcribe to deeper analysis using Amazon Bedrock. Bedrock’s large language models detect tone, intent, and even missed opportunities in the conversation.
   
   
3. Business Logic & Routing
   Using custom decision trees, we determine how to act on the insights—whether it's flagging an agent for coaching, routing a call to QA, or alerting customer success teams.
   
   
4. Integrated & Actionable Results
   All results are structured in DynamoDB, sent to the Genius Vets API, and made available for dashboards or downstream learning systems.

This wasn’t just an automation project—it was a transformation of the entire customer service feedback loop.

The Results: Training That Learns from Every Call

• Real-Time, Scalable Analysis:  No more waiting days to review calls. Training insights are generated on the fly.
• AI-Powered Coaching Moments: Identify tone, trends, and coaching opportunities—automatically and objectively.
• Data-Driven Feedback Loops: Track performance and tailor training based on real conversations, not guesswork.

• Zero Infrastructure Management: Thanks to a serverless architecture, Genius Vets only pays for what it uses—and scales effortlessly with demand.

Why This Matters

Whether you’re in healthcare, finance, retail, or any service-based industry, the need is the same: how do you turn every customer interaction into a learning opportunity?

With Metal Toad and AWS, we’ve shown how AI and automation can make that happen at scale, with precision, and without blowing your budget. 

Let's Talk! We would love to help you level up your customer service!