Case studies · Veterinary practice · Hampshire
How a Hampshire veterinary practice stopped missing calls with an AI receptionist
A Hampshire veterinary practice was missing more than one in five calls at busy times. We added an AI receptionist for overflow and out-of-hours calls, and an AI chatbot on its website. In five months the AI booked 1,020 appointments and missed calls fell from 21% to 3%.
1,020
appointments booked by AI
- Client
- Veterinary practice
- Location
- Hampshire
- Monthly ad spend
- No ad spend
- Campaign length
- 5 months
- Industry
- Veterinary practices
The challenge
Morning and lunchtime rushes meant the front desk could not answer every call, and many callers did not leave a message. The practice estimated it was losing new client registrations every week.
The team also spent hours each day answering the same questions about opening times, prices for vaccinations and registering a new pet.
What we did
- An AI receptionist answering overflow and out-of-hours calls, trained only on the practice’s approved information.
- Clear rules: anything about an unwell animal goes straight to the team or the emergency service.
- The same assistant on the website, booking routine appointments into the practice system.
- A summary of every call and chat sent to the team.
The results after 5 months
- 21% to 3%
- Missed calls
- 3,060
- Calls handled by AI
- 1,020
- Appointments booked by AI
- 30%
- Bookings made out of hours
- 208
- New client registrations
"Our team can focus on the animals in front of them. The routine calls are handled, and nothing urgent is ever left with the AI."