Not Human vs. AI, But Human WITH AI

A newsletter breaking down the business and money behind veterinary practice operations. Powered by Mascotte — Integrated support for modern vets.

More and more veterinary clinics are steadily adopting artificial intelligence, leveling up everything from medical imaging and radiology to scribing. This isn't just a fad – it's a game-changer for the entire industry.

Those who have embraced AI are enjoying higher efficiency, lighter administrative loads, and improvements in both diagnosis and treatment methods. Imagine being able to detect subtle abnormalities in x-rays with greater accuracy or having detailed medical notes without spending hours typing them up. That's the power of AI in action.

For the first time in history, we have access to a technology that can learn, self-improve, and take over all those repetitive, transactional, time-wasting tasks. Plus, large language models and machine learning algorithms are becoming more advanced, with reasoning capabilities that already exceed human PhD-level accuracy in some areas. We're talking about AI that can analyze complex medical data in seconds, spot patterns a human might miss, and even suggest treatment options based on the latest research.

Still, at Mascotte, we're bullish about using AI as a tool for enhancement, not replacement. We love using it to free up time and handle the mundane stuff, but we're also excited about how the tech can bring out the best in our human teams. It's not about AI vs. humans – it's about AI and humans working together to provide the best possible care for our furry friends.

Let me explain how this combination of human expertise and AI is optimizing the customer experience and building precisely what veterinary practices need to thrive.

Let’s get into it!👇🏼

“NOT A SET-IT AND FORGET-IT KIND OF TOOL”
AI Shines With Human Guidance 🧠

AI can process large amounts of data, help with routine tasks, and speed up workflows. Still, it's not yet capable of grasping the finer details of a veterinary practice's operations. This is where the human touch becomes invaluable.

For clinics that manage multiple platforms like online pharmacies, practice management systems, and other tools, this means that human experts are indispensable. Inter-platform connectivity is possible, but your tech stack requires some serious integrations, maintenance, and regular updates to be ready for AI—and we need humans to build that bridge.

For example, a vet might use AI to quickly sort through patient records and flag potential issues, but it takes a human's expertise to interpret those flags in the context of the pet parent’s history with the clinic. Or consider how AI can schedule appointments efficiently, but a human receptionist understands the nuances of urgent cases or anxious pet owners who need extra time and care.

AI tools also need guidance on how to make decisions before we can trust them to handle things solo. A human team that understands your specific workflows, medical protocols, and client demands can ensure that your AI solutions work in a way that benefits your practice. They can train the AI on your clinic's unique procedures, ensuring it aligns with your standards of care and communication style.

AI is not a "set it and forget it" tool that runs perfectly out of the box, but with continuous improvement led by expert teams with the proper operational context, it can quickly serve to help your practice run more smoothly and avoid any costly mistakes or missteps. Think of AI as a brilliant intern – incredibly capable, but still needing supervision and guidance to truly excel.

AI CAN ONLY SIMULATE EMPATHY
Clients Will Always Need the Human Touch 🤝

Pet care is personal, and clients expect to feel understood and reassured, especially when their pet's health is on the line. This emotional aspect of veterinary care is where the human element truly shines.

We firmly believe that AI will never be able to take that role since true empathy is not something that machines can demonstrate. Sure, it can simulate empathy, recognize emotions, and provide decent responses. Still, clients can tell the difference between a "robot" and a fellow human (and too much reliance on AI can quickly erode trust).

More importantly, it cannot improvise, adapt on the fly, or make the same judgment calls that we make based on "gut feeling", especially when dealing with complex cases or emergencies. 

Plus, AI doesn't know what it means to own a pet, to care for it, and to see it in distress. That's why human client care teams are so crucial to a clinic's success and ability to drive emotive loyalty. They can share personal anecdotes, offer a sympathetic ear, and build the kind of relationships that keep clients coming back year after year.

So, let's use AI to do the transactional stuff, like summarizing medical records or servicing quick requests for information. But when it's time to answer authentic bonds with clients or provide empathetic support, let's leave it to the humans. It's this perfect balance that creates a superior experience for pet parents.

INSPIRED BY COLLECTIVE KNOWLEDGE
AI's Power Comes from Human Creativity 🎨

Artificial intelligence—particularly generative AI and large language models—is only capable of outputting text, images, videos, music, and more because its inspiration comes from the collective knowledge and creativity of all humanity.

Without human creativity, AI would have nothing to learn from, so that same creativity is necessary to find intelligent ways to make AI work for us. By tapping into the creative problem-solving of a human team, practices can spot opportunities for improvement that AI alone wouldn't recognize.

For instance, a creative vet might realize that AI can be used not just for diagnosis, but also for creating personalized pet care plans. They might envision an AI system that combines a pet's health data with the owner's lifestyle information to generate tailored nutrition and exercise recommendations. It's this kind of out-of-the-box thinking that pushes the boundaries of what AI can do in veterinary care.

AI & HUMANS AREN’T FOOLPROOF
AI Reduces Human Errors—And Vice Versa 📉

Mistakes happen, especially when juggling multiple tasks at once. With practice management systems, online pharmacies, and client care channels, there are many moving parts to a clinic's operations, so there's always a risk that veterinary teams will miss the mark sometimes.

AI helps us reduce that risk by accurately managing inquiries or tasks (what we call “tickets”), tracking client requests, and proof-checking information. It doesn't tire, forget, or stress, and it's always available to cover the simple stuff, like first-line customer support. Imagine an AI system that double-checks every prescription for potential drug interactions or allergies – it's like having a tireless, ultra-focused assistant working 24/7.

But AI isn't foolproof yet. It's okay to use AI to handle the heavy lifting, but you need a team to cross-check the data, ensure everything is accurate, and flag inconsistencies for human review. As a team, humans augmented by AI tools can massively reduce the chance of errors slipping through and ensure that clinics always have a reliable support system in place for pet parents.

For example, an AI might flag an unusual test result, but it takes a human vet's expertise to determine if it's a genuine concern or just an anomaly. Or consider how an AI can efficiently process refill requests, but a human pharmacist can spot potential issues based on their knowledge of the pet's overall health and recent visits and their owners’ history and expectations from the vet.

OPTIMIZING RESOURCES
Human Knowledge + Automated Support 💡

Chatbots built on large language models and generative AI are perfect for providing clients access to the correct information. Clinics that build and maintain a knowledge-base based on your practice's processes and guidelines can offer faster response times and accurate answers when clients have questions.

By combining AI with a well-organized knowledge base, you can help clients with routine inquiries and reduce the likelihood that they need to contact you, saving time and money for everyone. Plus, it gives your clinic the confidence that your support is up-to-date and ready to handle scale. For instance, an AI-powered chatbot could instantly answer questions about clinic hours, services offered, or basic pet care advice. This frees up your human staff to focus on more complex inquiries or emergency situations that require their expertise and judgment. But it also takes human knowledge to set up and monitor the knowledge center & chatbot, and be available to pick up the case when needed.

“IT’S A GOOD TIME TO BE IN THE PICK-AND-SHOVEL BUSINESS”
Harnessing the AI Gold Rush

As Mark Twain famously said, "When everyone is looking for gold, it's a good time to be in the pick-and-shovel business."

If AI is like the modern-day gold rush, then where do you find the picks and shovels to make human teams more efficient, more productive, and ultimately more profitable for your business? The answer lies in the synergy between AI technology and human expertise.

We firmly believe that the combination of human expertise and AI efficiency is the future of veterinary support. However, we also understand that veterinary practices are stretched thin, so learning how to manage AI systems on top of that is not always realistic.

That's why we embed AI into our workflows and processes here at Mascotte—we have the tools and experience you, as a vet, need to make the most of this AI gold rush. We're not just selling you a shiny new tool; we're offering a comprehensive solution that combines cutting-edge AI with the irreplaceable human touch.

We take care of the setup, management, and upkeep of state-of-the-art AI systems so you can focus on what you do best—treating animals. Our team can save you time and reduce the burden on your staff without worrying about the extra complexity that AI might add. It's like having a team of expert miners working alongside you, helping you find those golden nuggets of efficiency and improved care.

Ready to strike gold in the AI revolution? Let's chat about how your clinic can harness that potential and claim a few gold nuggets along the way! Whether you're looking to streamline your operations, improve patient care, or enhance client communication, we're here to help you navigate this exciting new frontier in veterinary medicine.