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April 2024
What Can AI Do for You?
In this article, we’ll look at some of the ways that AI can be put to work for you. These include integrating with your practice’s software platform, managing online reviews, and using AI to generate job descriptions and engaging staff bios for your website.
Used Correctly, ChatGPT and Others Can Be Helpful
The buzz and usage of artificial intelligence (AI) tools like ChatGPT has exploded in the last year, across all industries—even within the niche of vet med. These natural language processing tools can understand and answer in human-esque conversational tones and help get many tasks done more efficiently. While some people may see AI as an untrustworthy, even scary, technology, it can actually be quite helpful.
That said, AI tools are not without their faults. They should be used judiciously and only after careful review of anything they produce. In this article, we’ll look at what you need to know about AI, and how it can be put to work for you. These include integrating with your practice’s software platform, managing online reviews, and using AI to generate job descriptions and engaging staff bios for your website.
First, here are a few things for veterinary teams to keep in mind:
- AI is a communication lifesaver, but it can’t always get it right.
One of the primary applications of AI like ChatGPT in veterinary practices is in client communication—it can help generate quick and efficient responses to online reviews, emails, social media messages, and more. Use AI as a starting point, but be sure to review and edit before clicking “send.” Remember that your clients are looking to your practice as the source of information and they’re building a relationship with your team, not with a robot. - AI’s goal is to generate information and responses quickly, even if it has to make it up.
ChatGPT can serve as a valuable tool for veterinary teams to quickly access a wide range of information. It can provide summaries of the latest research, drug information, and treatment options, serving as a starting point for further investigation. However, it’s essential to verify the information provided by AI by comparing with current, evidence-based resources. AI systems are limited to the data they have been trained on and may not always reflect the most recent or specific veterinary knowledge. - Your clients are using AI.
There have already been news reports of ChatGPT successfully diagnosing a pet’s health conditions when its veterinarians “couldn’t figure it out.” This tool is well known and will likely continue to grow in usage by pet owners as a source of information (so another “Dr. Google” is upon us). Battle it by creating content and information that only YOUR practice can provide, such as video and photos with your team dispensing the knowledge and expertise that clients might be looking for elsewhere. - We’re still unpacking the ethics of AI.
Ethical considerations—especially regarding client privacy and data security—are current hot topics in the world of AI. Feeding AI tools lots of information over time will only make it more effective, but we can’t know what it’s really doing with our data. Veterinary practices must ensure that any AI system they use complies with legal standards for protecting client information above all else. - More AI is coming.
Looking forward, AI is expected to become increasingly sophisticated. We can anticipate more personalized and interactive AI applications in veterinary medicine, such as virtual assistants capable of more complex tasks like scheduling appointments, following up on patient progress, and even aiding in diagnostic processes.
Strategies for Seamlessly Integrating AI and Existing Software
The integration of AI technologies, like ChatGPT, into existing veterinary software systems can significantly streamline operations, enhance client communication, and improve overall efficiency in veterinary practices. However, navigating this integration can be daunting. Here are some resources, tips, and tricks for veterinary professionals to seamlessly blend these technologies with current systems.
The integration of AI technologies, like ChatGPT, into existing veterinary software systems can significantly streamline operations, enhance client communication, and improve overall efficiency in veterinary practices.
Acknowledge and cope with tech overload
With so much technology at our disposal, it can be overwhelming to sort through all of the available choices. Which AI platform, software, or app is best? At the end of the day, there is only one right answer: the solution that is most suitable for your practice’s needs.
Start with the end in mind
What goals do you need AI to help you accomplish at your practice? Determine the biggest problems facing the practice and identify the areas that are huge time drains on your staff. This will help you triage the functionality your practice really needs first.
Investigate any new offerings from software or programs you already have before signing up for something new
Many veterinary-specific companies, including practice management systems, are adopting AI functionality faster than they can market it, so reach out to the groups you’re already working with and/or paying for to find out what might exist or be on the immediate horizon. If none that meet your needs are available, then it makes sense to look for a standalone solution.
Addressing these key areas is essential because every practice’s needs and existing technology are different. Some practices might need AI assistance in booking appointments while others are already booked out weeks in advance. Some might need ways to help their doctors get medical records completed, while others might be most concerned about helping clients after hours during on-call shifts.
Get team and client buy-in
Spend time getting buy-in from staff. If only one or two people really want the technology, you’ll never get the team on board unless they know the “WIFM” (what’s in it for me) reasoning. Once everyone understands the benefits, they’re more likely to adopt the technology and embrace the implementation.
Invest some time in getting the technology to work with your practice’s specific nuances. Team training, testing, beta testing with key clients, and postlaunch review should be completed to take full advantage of the features and conveniences most of the AI programs offer.
Managing Online Reviews Using AI
Mention online reviews to any veterinary professional and you’ll likely be greeted with a groan, eyeroll, or worse. However, reviews are a proven asset when it comes to your practice’s online reputation with clients and team members alike. AI tools like ChatGPT—and even the specific review platform’s integrated AI tools—can help you respond to reviews, analyze results, and more effectively manage your practice’s online reputation.
The easiest entry into using AI to help with a practice’s reviews is to ask for its assistance in writing responses. Whether you need a response to a positive or negative review, ChatGPT is objective and concise—the perfect companion for this difficult task.
Rather than struggling to come up with a response that is not only professional but also different than the last 5-star “thank you for your feedback” review, AI tools can help generate personalized responses that can be easily copied and pasted into your review platform such as Yelp or Google.
The easiest entry into using AI to help with a practice’s reviews is to ask for its assistance in writing responses.
To get started:
- Open the AI tool you want to use (such as ChatGPT).
- Copy and paste the review you want to respond to from any review platform (e.g., Yelp, Google) into the tool.
- Tell the AI tool that you are a veterinary practice looking for suggestions to respond, and, voila! You’ll have an efficient, professional response that is different from your other responses and sounds empathetic (assuming that’s your goal).
Even if you have a negative review that you’d like to refute, ChatGPT can ensure your response is short, sweet, and to the point without bringing in any of those pesky emotions. Once you’re happy with the response, simply copy and paste it back into the review platform.
Example AI prompts to generate review responses
AI Generated Social Media Posts
ChatGPT and other AI tools respond to prompts from users to generate different types of written content. Below, the following prompt was input into the ChatGPT website: “Please generate 10 short social media posts for a veterinary practice.”
🐾 Welcoming New Furry Friends! 🐾 Is your pet due for a checkup? Schedule an appointment today and let us ensure your fur baby’s health and happiness! 🐶🐱 #PetWellness #VetCare #HealthyPets
📸 Capture the Moment: Share a photo of your pet enjoying a healthy treat or getting a checkup at our clinic! 🐾 Don’t forget to tag us and use #HappyPetVisits to spread the joy! 🏥 #VetLove #PetHealth
☀️ Meet Our Expert Team! ☀️ Our dedicated veterinarians are here to provide the best care for your pets. Schedule a consultation and experience the difference! 🩺 #ExpertVets #PetCareTeam #VetLife
🚕 Pet Taxi Service! 🚕 Busy schedule? We’ve got you covered! Our pet taxi service ensures your furry friend gets to their appointment stress-free. 🐾 Call to book! 📞 #PetTransport #ConvenientCare #VetVisits
🎉 New Client Special! 🎉 Join our pet-loving family and enjoy exclusive discounts on your first visit! 🏥 Schedule now and let’s start a journey of wellness together! 🐕 🐈 #NewClientOffer #PetSpecials #VetDiscounts
🌈 Healthy Smiles, Happy Tails! 😁 Did you know dental care is vital for your pet’s well-being? Book a dental checkup and let’s keep those pearly whites shining! 🦷 🐾 #PetDentalHealth #SmileBright #VetSmiles
🐱🐶 Senior Pet Spotlight! ☀️ Celebrate the golden years with tailored care for your senior pets. Schedule a wellness checkup and let’s keep them happy and healthy! 🏥 #SeniorPetCare #GoldenYears #VetLove
🌈 Wellness Wednesday! 🌈 Share a photo of your pet living their best, healthiest life. Tag us and use #WellnessWednesday for a chance to be featured! 📸 🐾#PetWellness #HealthyPets #VetGoals
🎁 Pet Care Packages! 🎁 Explore our customized care plans for your furry friends. From vaccinations to wellness exams, we’ve got it all covered! Schedule today. 📅 #PetCarePlans #TailoredWellness #VetPackages
☀️ Testimonial Tuesday! ☀️ Share your positive experiences at our clinic. Tag us and use #HappyPetVisits to inspire others to choose the best care for their pets! 🐾 💬 #ClientTestimonials #VetSuccessStories
Regardless of the type of review, ChatGPT can help craft a specific response, create a library of templated replies or suggest best practices to allow you to efficiently stay on top of the practice’s online reputation.
A few example prompts:
- Can you generate a list of 10–20 review response templates for good Google reviews for my veterinary practice?
- I need a short and sweet response to this Yelp review. (copy/paste review)
- How do I respond to a 1-star review for my veterinary practice? They left no name, no details. Please provide 3 short and sweet options.
Use AI to get more reviews
AI tools can also help in encouraging more reviews, a technique that not only drowns out or minimizes the impact of a negative review, but also gives the practice additional feedback. Use ChatGPT to suggest verbiage to send to clients via email, push notification, text, or social media along with your specific review link to rack up those 5-star reviews.
Example prompt: We need to elicit some more positive reviews for our veterinary practice.
Our review link is www.YourVetClinic.com/review. Could you generate a quick blurb with the link and call to action for 1) Social media caption, 2) email blast, 3) postvisit text, and 4) email to our top VIP clients?
Use AI to analyze reviews
Another use for AI in veterinary reputation management is to copy and paste a large volume of reviews into the platform and ask AI to review and analyze them for common sentiments or potential risk areas. After analyzing, ChatGPT can even be asked to provide prioritized suggestions to improve.
Example prompt: Here are some recent reviews for my veterinary practice. Can you do a sentiment analysis and find any common themes? Based on this can you create a list of key strengths and weaknesses?
Last but not least, keep an eye on built-in generative AI tools in veterinary platforms and marketing tools to help streamline the management process.
Managing online reviews with AI can be a game-changer, transforming a daunting task into a manageable (and sometimes amusing) part of your day. Embrace AI as a tool to help you wade through the digital noise, but never underestimate the power of your personal, human response. After all, in a world filled with technology, a personal touch is what sets us apart in the hearts and minds of our two-legged and four-legged clients alike.
Use AI to Write Bios and Job Descriptions
As veterinary professionals, we’re well versed in the language of care and compassion. When it comes to writing our own bios and job descriptions, however, our industry struggles to create engaging pieces that convert—which is why AI tools like OpenAI’s ChatGPT have become such a powerful ally. This tool is a natural language processor, which means it can understand and answer human-esque responses in a conversational tone.
For veterinary teams, this means AI can generate text that is both professional and engaging while understanding some of the nuances of our unique work. The key lies in how we direct these AI tools through our prompts.
Updating snooze-worthy bios
When it comes to personal bios, authenticity is key, and adding that personal touch can help connect the reader (whether a potential client or a future colleague) with the team member. While the standard snooze-worthy “graduate of XYZ College of Veterinary Medicine” and “special interest in dermatology and endocrinopathy” speak to expertise, most reading the bio already assume that education and knowledge is there. Instead, they want to know how that team member might be to interact with—either as a caregiver for their pet (or as a coworker).
To create a bio using ChatGPT:
- Start by inputting essential information about the team member, including veterinary experience, specializations, and education.
- Add a bit about their personal life, such as their pets, hobbies, and passion for animal care (to the degree that the team member is comfortable).
- Then let ChatGPT know where the bio will be used (or in the case of multiple channels, request that it creates a social media–friendly bio, a website bio, and an email-friendly bio).
ChatGPT will then weave this information into a cohesive, engaging narrative. Remember, the final bio should resonate with your personality, so feel free to tweak the AI’s output to add your personal touch.
Using ChatGPT to write job descriptions
When it comes to job descriptions, clarity and detail are crucial. Most practices need to attract team members who are not only qualified, but who will fit into the practice’s culture as well. Use ChatGPT to help craft a job description that will stand out and encourage applicants.
- Input the specifics of the role, such as responsibilities, qualifications, and the ethos of your practice.
- Highlight what sets your clinic apart, whether it’s a focus on innovative treatments, a strong community presence, or a particular area of expertise.
The AI can help articulate these details in a clear, compelling manner, attracting the right candidates who not only have the skills but also share your practice’s values.
Most practices need to attract team members who are not only qualified, but who will fit into the practice’s culture as well. Use ChatGPT to help craft a job description that will stand out and encourage applicants.
Incorporating AI into writing tasks like bios and job descriptions can save time and yield professional, engaging results. However, the heart of our profession lies in genuine connections—with our patients, their owners, and our colleagues. Use tools like ChatGPT as a starting point, but let your personal touch shine through in the final product.
Make no mistake, keeping up with the advances in AI technology even within our industry is no easy feat. But with some thorough research and careful planning, your practice is sure to identify usage opportunities that can help you reap the rewards that positively impact your business.
Veterinary team members are better off embracing AI technology now and becoming familiar with what it can (and can’t) do, using it where it makes sense, and spending that extra time and energy to do something that AI will never do—care for pets and their people.
Caitlin DeWilde, DVM, is the founder of The Social DVM, a consulting firm devoted to helping veterinary professionals learn how to manage and grow their social media, online reputation and marketing strategies. |
Photo credits: ©AAHA/Alison Silverman, Ilya Lukichev/iStock via Getty Images Plus