From Front Desk to Front of House: Why Being the Voice of PetsApp Feels a Lot Like Being a Veterinary Receptionist

As the Marketing lead of PetsApp, I’ve often found myself reflecting on the similarities between my role and that of a veterinary receptionist. Just like a receptionist, I’m usually the first point of contact. The one who fields the questions, calms the worries, redirects the chaos, and helps people find what they actually need. We both serve as gatekeepers in the most positive sense—not putting up barriers, but guiding people to the right solutions, the right person, or the right path. We wear many hats: communicator, problem-solver, scheduler, support system, brand ambassador. And yes, sometimes it feels like we’re spinning twenty plates while balancing on one leg, answering a phone call with one hand and typing with the other. When you care deeply about what you do, it’s easy to stretch yourself too thin. That sense of connection—to the mission, to the people, to the pets—means we go the extra mile, often at our own expense.

Utilising AI Correctly Can Help Prevent Burn Out!

But what if there was a way to do more, without burning out? What if you could multiply the number of hands you have on deck without hiring a full new team? This week, I discovered that it’s not just possible—it’s already happening. I taught AI to help me rebuild elements of our website. A project I’d been meaning to tick off for months was suddenly done in just a few hours, thanks to a small team of AI agents working under my direction. No more bottlenecks, no more backlogs. Imagine what that could mean for a veterinary receptionist: intelligent assistants handling repetitive admin tasks, triaging messages, scheduling appointments, responding to common queries—so the human on the front line can focus on the truly human moments.

AI Can't Replace You

AI doesn’t replace the empathy, intuition, or care that people bring to their roles. But it can take the weight of monotony off our shoulders, freeing us to do more of what we’re best at. Whether it’s at the front desk of a clinic or at the digital front door of PetsApp, we all need support. This week, I found mine in the form of a few well-trained agents. The future isn’t coming. It’s already here—and it’s here to help.

Get Proficient

If the idea of AI alarms you or you just don't feel you have the knowledge to begin to tackle utilising it, why not take advantage of our new PetsApp Academy sessions on AI, designed specifically for veterinary receptionists. AI Proficiency levels 1 & 2 are now live.