Customer Success | VRCCO
The Challenge
With the increasing demand for specialty and emergency services, VRCCO experienced a sharp rise in inbound calls—from appointment scheduling to follow-up questions and general inquiries. This growth brought several operational bottlenecks:
- Extended caller wait times
- Missed calls and frustrated pet parents
- Staff overwhelmed by routine queries, reducing focus on in-hospital care
The communication gap was beginning to impact both customer satisfaction and internal efficiency. VRCCO needed a smart, scalable solution to enhance client engagement without adding headcount.
The Solution
Cricket, AI Assistant
CRCCO partnered with Dataflix to deploy Cricket, an AI assistant built using IBM watsonx Assistant and hosted on IBM Cloud. Designed for natural, conversational interactions, Cricket seamlessly supports pet parents while relieving front-desk pressure.
Key Capabilities:
- Self-Service Scheduling: Book, reschedule, or cancel appointments by specialty or veterinarian
- Symptom Checker: Provides initial guidance based on pet symptoms
- EMR Integration: Integrated with EZYVet for real-time access to patient records and appointment data
Cricket simulates a live customer service experience—without the wait—enabling 24/7 access to key services and information.
Quick Look
INDUSTRY
Healthcare
Platforms Used
IBM watsonx
IBM Cloud
About the Client
The Veterinary Referral Center of Central Oregon (VRCCO) is a premier specialty and emergency veterinary hospital based in Bend, Oregon. Known for its compassionate and advanced care, VRCCO supports pet parents across Central Oregon with a dedicated team of board-certified specialists and support staff.
The Results
- User Adoption: 1,000+ unique pet parents engaged with Cricket within the first months
- Improved Customer Experience: Shorter wait times, smoother interactions, and higher client satisfaction
- Operational Efficiency: Significantly reduced call volume and front-desk workload by automating routine inquiries
By embracing AI, VRCCO has modernized its approach to client communication—providing faster, more personalized service while allowing staff to focus on what matters most: exceptional animal care.
“Cricket has been a game-changer for our hospital. It’s not just about reducing call volume—it’s about giving our team more time to focus on pets in need and offering a better experience for our clients. Partnering with Dataflix helped us take a leap forward in how we use technology to care.”
— Dr. Mauricio Dujowich, CEO, VRCCO
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Dataflix is an AI solutions company that helps enterprises unlock business value from data. We specialize in building modern data platforms and AI applications—spanning the three pillars of enterprise AI: Conversational AI, Generative AI, and Agentic AI—to drive innovation, operational efficiency, and digital transformation at scale.
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