Case Study: Veterinary Referral Center of Central Oregon improves pet parent service with Dataflix's Cricket AI Assistant

VRCCO’s Front Desk Transformation with Generative AI

The Veterinary Referral Center of Central Oregon (VRCCO) was facing operational challenges due to a sharp increase in inbound calls for its specialty and emergency veterinary services, leading to extended wait times and an overwhelmed staff. VRCCO partnered with the vendor Dataflix to find a smart, scalable solution that would enhance client engagement and improve internal efficiency without adding headcount.

Dataflix implemented Cricket, an AI assistant built using IBM watsonx Assistant, to automate routine inquiries like scheduling and initial symptom checks. This solution significantly reduced call volume and front-desk workload, allowing staff to focus on in-hospital care. The results for VRCCO included over 1,000 unique users engaging with the assistant, shorter wait times, and a higher level of client satisfaction.

Veterinary Referral Center of Central Oregon

Mauricio Dujowich

Chief Executive Officer