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.
“Our clients are receiving minimally dozens of calls per day, some even hundreds,” said Orion. “So even clients that try to listen to a few each day just won’t be able to review enough calls to catch problems.”
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.
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