As the highest-performing marketing company in the veterinary industry, GeniusVets helps its clients get more website traffic and phone calls coming in to the practice. But to ensure that these new callers are turning into new clients for those practices requires an efficient, effective and well-trained front desk staff inside the practice.
GeniusVets has been tracking and recording inbound calls for their clients for years, and providing clients with the ability to listen back and flag problem calls for training purposes. The only problem? There are simply too many calls to be realistically handled by human reviewers.
Existing products such as CallRail offer sentiment analysis, but the GeniusVets team found that since these products are not specialized for veterinary practices, they were worse than useless. For example, words like “injured” or “vomiting” would be flagged as “negative” by a general purpose AI – but practically every call to a veterinary practice sounds like that.
The integration between AWS Machine Learning services and DynamoDB has revolutionized the way the team manages customer interactions. Instead of triaging hundreds of calls, only certain calls are flagged for review and passed to supervisors to improve training. Alongside the extracted sentiment data, detailed transcriptions of each conversation are generated. All this critical data is stored in Amazon DynamoDB, a scalable, pay-as-you-go NoSQL database.
DynamoDB’s advantages are essential for the call center's operations. Its schema-less design allows for flexibility in storing diverse and dynamic call events without predefined structure. As the call center handles varying call volumes, DynamoDB’s scalability ensures that the database can easily grow with increasing demand, supporting thousands of records without performance degradation.
Additionally, DynamoDB’s pay-as-you-go pricing model means the business only pays for the capacity it uses, which aligns with the unpredictable nature of call volumes. This provides a cost-effective solution for data storage while maintaining high availability and low-latency access.
Overall, using DynamoDB allows GeniusVets to efficiently manage large amounts of sentiment-driven data while offering seamless scalability and cost-efficiency, enabling better customer service and operational insights.
With calls now being evaluated by the AI in advance, GeniusVets clients can easily find the handful of calls that they need to review most of all. This makes their managers more effective, streamlines training, and ultimately increases practice growth and profitability by helping turn more of these new callers into life-long clients.
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