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.
“We’ve helped our clients increase their inbound phone calls by over 200%. But now they need help qualifying and evaluating their teams to ensure excellent service – at scale. Metal Toad’s AI team is helping us achieve this goal which will help hundreds of practices around the country.”
GeniusVets partnered with Metal Toad for the development of a call review AI system. Utilizing AWS tools including Amazon Transcribe Speech-To-Text and SageMaker, Metal Toad created a system that identifies the small fraction of calls that need to be reviewed by a human. This will allow human reviewers to focus on the “needles”, not the “haystack”, and thus allow them to better train their teams.
Studying thousands of calls through a combination of software and human evaluation, the teams worked side-by-side to train the AI to spot calls that needed attention. By focusing on the top 10% of calls that need attention, managers can be 10X more efficient in their call reviews.
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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