Beatriz Costa
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Voice agent for veterinary triage
Replaced reception phone tree with a voice agent on Twilio + ElevenLabs that triages calls and books appointments via the clinic PMS.
40% of inbound calls handled without staff. Customer-satisfaction unchanged.
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Problem
Reception spent 4 hours/day on repetitive intake calls — opening hours, vaccine timing, booking — pulling them away from in-clinic care.
Channels
- phone
- voicemail fallback
Sample turn
UserHi, my cat has been limping for two days, when can I bring her in?
AgentI can book her in today. We have 14:30 or 16:00 with Dr. Visser — which works?
What I built
- Twilio inbound number with ElevenLabs voice + Claude reasoning
- Live PMS lookup for open appointment slots and patient history
- Smart handoff to reception staff for medical or unusual questions
- Daily call digest emailed to clinic manager with intents + outcomes
Limits
- Never diagnoses — any medical question is routed to a vet directly
- English + Dutch only — French/German coverage on the roadmap
AI tools used
- ElevenLabs
- Anthropic API
- n8n
@beatriz.costa