Web application
Vet et Nous
The project
Our team recently had the pleasure of collaborating with the teams at Vet et Nous' emergency and specialty centers, three 24/7 veterinary clinics that together offer more than 10 different veterinary specialties. With the large number of referrals coming from neighborhood veterinary clinics and hospitals across the province, they needed a digital solution to facilitate communication between veterinarians and specialists, while also addressing the common questions from the teams referring their patients.
The solution: the development of a conversational agent. Thanks to a well-structured management process, an automated journey was created to answer frequently asked questions and redirect specific requests to informative articles. This solution complements the existing services offered at Vet et Nous' emergency centers by enhancing customer service and communication between family veterinarians and specialists.
The challenges
Custom solutions aren’t always the answer! For Vet et Nous, we integrated an existing solution—Intercom—into their internal platform. One of the main challenges of this project was adapting this tool to meet Vet et Nous’s specific needs with minimal compromises. Using this “ready-to-use” tool limited some customization options, requiring a creative approach to make it work. We chose this option because Intercom is far more cost-effective to integrate and maintain, with dedicated teams handling ongoing maintenance and updates.
Web
The Importance of Preliminary Research
Initially, the client considered integrating an artificial intelligence solution to optimize communication. However, after in-depth discussions, we concluded that a full AI solution wasn’t necessary. Preliminary product research was a crucial step to ensure the final solution met Vet et Nous’s needs while optimizing the budget. Although they had sufficient funds for a fully customized solution, our analysis showed that adapting Intercom, with targeted adjustments, was enough to achieve their goals. By choosing this approach, Vet et Nous was able to reduce development costs and minimize recurring maintenance fees, while equipping their teams with an effective and tailored tool. This research helped clarify expectations and enabled the design of a practical and scalable solution.
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